Complaints procedure

We do our best to help our clients to the best of our ability. Indeed, we operate with due care and always have the interests of our stakeholders in mind. However, there is always the possibility that you are not satisfied with our services. Please always let us know when this is the case. We will handle your complaint as quickly and correctly as possible.

Submitting a complaint

Complaints can be submitted by email to klacht@nwbbank.com.

Receipt

We will process your complaint immediately. We will confirm receipt of your complaint in writing within two working days.

Investigation and assessment

We will investigate your complaint and let you know how we intend to resolve it as soon as possible. 

Action

After resolving the complaint, we will take concrete action, if necessary, to prevent it from happening again.

Registration

We will register the complaint, its resolution and any action taken. A record of this registration will be kept for at least one year following resolution of the complaint.