Complaints

Yapi Kredi Bank Nederland N.V. attaches great importance to a good relationship with its clients and to being well informed about possible sources of complaints. For that reason, we pay the utmost attention to upgrading our services. Nevertheless, it is probable that you are not fully satisfied with our services. Our purpose is to investigate complaints fairly and to identify possible conflicts of interest to be mitigated promptly, so that adequate measures can be taken where necessary to eliminate the complaint and prevent its recurrence in the future. In the case of a complaint, we hope that you will inform us, to give us the opportunity to deal with your complaint and to solve it. Complaints can be filed via complaints form on our website, via post, or by e-mail. Please find below how and where you can file your complaint.

Complaints Procedure

After receiving your complaint, we will handle it with care. You will receive an acknowledgement from us within two working days that your complaint is received. In this response, you will find information about the further procedure, who will handle your complaint and when should you expect an answer.

Kifid

Did you not receive any response to your complaint 8 weeks after submitting your complaint, or 6 weeks after our acknowledgment of receipt? Then you have the right to submit your complaint with the Dutch Institute for Financial Disputes (Kifid) within 1 year after you officially reported the complaint. Kifid is an independent organization that handles complaints regarding financial products and services. You may also contact the Kifid within 3 months if you are not satisfied with our final response. For more information we refer to the website www.kifid.nl.

Do you have a complaint?

Via e-mail:

complaints@yapikredi.nl

Via post:

Yapi Kredi Bank Nederland N.V.
Complaints Handling Team
Antwoordnummer 39247
1090 VC Amsterdam

Via website: