Prerequisite. We advise you to submit your complaint to the financial institution concerned before submitting it to Ombudsfin. Indeed, this step can sometimes lead directly to a solution.
Submission. You can submit your complaint to Ombudsfin through our complaint form or by e-mail or letter. In any case, you must submit the complaint in writing. When your complaint reaches us, you will receive an acknowledgment of receipt.
Admissibility. Ombudsfin' scope of competence is well-defined. An initial examination of your complaint will determine whether it meets the admissibility criteria.
Handling. If the complaint is admissible, it will be handled by an advisor who will examine the file and assess possible solutions. In principle, the handling period is 90 calendar days. However, it may be extended for the same period depending on the complexity of the case.
Ombudsman's report. At the end of the mediation, the Ombudsman will take a position on the case and issue a written report, which will be sent to each party.