Complaints procedure

The Bank provides its services with due care and a strong customer focus, taking into account the interests of all our external stakeholders. If, however, you are dissatisfied with our services or if your expectations have not been met, we ask you to inform us immediately. We will make every effort to resolve your complaint as quickly as possible. 

Submitting a complaint 

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

Acknowledgement of receipt 

We will begin handling your complaint immediately. Within five business days of receiving your complaint, we will send you a written acknowledgement of receipt. 

Investigation and assessment 

We will investigate your complaint. Once the investigation has been completed, you will receive a written response as soon as possible and no later than six weeks after receipt of the complaint, setting out our findings, our position and any measures to be taken (if any). 

Escalation 

If you are not satisfied with the handling of your complaint, you may request that the Bank’s Managing Board reassess it. 

Record-keeping 

The complaint, the manner in which it was handled and any measures taken (if any) will be recorded and retained for at least five years after the complaint has been resolved, unless applicable laws or regulations prescribe a different retention period. 

For each complaint, the Bank will record at least: 

• the date of receipt; 

• the identity of the complainant and the entity on whose behalf the complaint is submitted; 

• the nature of the complaint; 

• the department or departments involved; 

• the outcome of the investigation; 

• any remedial or improvement measures; and 

• the date on which the complaint was resolved.