Dispute with your bank or insurer? Learn how to file a complaint with KiFiD, the required steps, and how Arslan Advocaten can assist you free of charge.
Do you have a
dispute with your bank, insurer or lender? Then you can contact the
Financial Services Complaints Institute (KiFiD). This is an independent body that handles consumer complaints about financial products and services. A procedure at the
KiFiD is more accessible than going to court, but can lead to a binding decision.
At Arslan Advocaten we assist clients on a daily basis with complaints procedures against banks, insurers and financial institutions. Whether it concerns a BKR registration, an EVR registration or an incorrectly rejected claim for damages: we provide a well-founded complaint and the right strategy.
What is KiFiD?
The KiFiD (Financial Services Complaints Institute) is an independent organization where consumers and small entrepreneurs can go with complaints about financial institutions, such as banks, insurers, pension providers and lenders. KiFiD handles thousands of complaints every year about, among other things, loans, insurance, savings accounts, damage claims and registrations with the BKR or EVR.
When can you submit a complaint to KiFiD?
You can contact KiFiD if you believe that a financial institution has treated you incorrectly or carelessly. Examples are:
Before you go to KiFiD
You must first file a complaint with the financial institution itself. You can only go to KiFiD if the bank or insurer does not respond within six weeks or rejects your complaint. Please include all relevant documents in your complaint, such as correspondence, policy sheets and any damage or registration data.
In addition, clearly describe your complaint, indicate what solution you have in mind and - if possible - estimate the financial damage you have suffered. Also specify the type of complaint: does it concern, for example, a banking product, a mortgage, investment product, non-life or life insurance, payment services, credit registration (such as BKR), or the actions of a collection service provider? Make sure that you include all requested documents so that your complaint is handled completely and well-founded.
Do not include original documents
When sending your complaint by post, it is important never to include original documents. Always make clear copies of all relevant documents, such as correspondence, policy sheets and claims overviews. The submitted documents will not be returned.
You generally do not need to send a copy of your ID with your complaint. Please focus on submitting supporting documents that directly relate to your complaint - this is usually sufficient for the processing of your file.
The step-by-step plan for KiFiD
Step 1 – Submit a complaint
You can easily submit a digital complaint via kifid.nl.
Submit a complaint by post
Would you prefer not to have a digital complaints procedure? Then you can also submit your complaint by post. To do this, download the correct form (for example for consumers or entrepreneurs), fill it in completely and add copies of relevant documents. Consider letters, policy sheets or other supporting documents—but never send original documents, because these will not be returned.
Send the completed form and copies by registered mail to the postal address of the relevant authority. Please note that communication during the procedure takes place by post and may therefore take slightly longer than digitally. You do not need to send a copy of your ID; it is sufficient to submit the necessary forms and relevant documents.
By being careful and complete when submitting your complaint, you increase the chance of a smooth and clear handling. You indicate which financial institution your complaint concerns, what happened and what you expect from them. It is important that you properly substantiate your position.
Are there different complaint forms for different types of complaints or complainants (e.g. consumers, corporate financing, alternative financing, debt collection)?
Can I also submit a complaint on paper?
Would you rather not submit a digital complaint? That's possible. You have the option to send your complaint by post, for example by completing and sending the paper complaint form. Please note that communication will then take place via post, which means the process often takes a little longer than online.
Please note: always send copies of documents and not originals, because these papers will not be returned to you. It is also not necessary to include a copy of your ID.
By choosing this option, you retain control over your complaint—even if the digital highway is not your preference.
Online or by post: how to submit your complaint?
Nowadays, submitting a complaint can easily be done digitally or the old-fashioned way by post. Online filing offers a number of advantages: you quickly create a personal account, add all relevant documents immediately, and the processing is usually faster thanks to direct communication. In addition, you always have an overview of your file and you can easily upload additional documents.
If you prefer paper, that is of course still possible. Please note that communication will then be entirely by post. This often results in a longer lead time, because each exchange is time-bound. Important: only send copies of documents (not originals), because you will not get them back. You do not need to send your ID.
Depending on your preference and desired speed, choose the route that best suits your situation.
Can I still adjust my complaint after submitting it?
Please note: once you have submitted the complaint, it is no longer possible to change it. Therefore, please check all information, documents and your explanation carefully before finally sending the complaint. This prevents important information from being missing or incorrectly displayed later.
Follow your complaint: up-to-date and clear
After submitting your complaint digitally, you naturally want to know where you stand. Fortunately, you can easily follow the entire process online. In a personal online file you can immediately see whether your documents have arrived correctly, when you can expect a response and whether any action is required on your part. You will also automatically receive updates as soon as there is news about your case. This way you always stay informed of progress without unexpected surprises.
Make a complaint on behalf of someone else
It is possible to file a complaint on behalf of someone else, for example as an authorized representative or curator. In that case, you must clearly indicate on behalf of whom you are acting and add the correct power of attorney or authorization to your digital complaint. This way the complaints institute knows that you are authorized to complete the process on behalf of this person.
Online portal security
Your personal data and documents are well protected in the online portal. The portal uses highly secure connections (SSL) and is independently checked annually based on the international security guidelines of theNational Cyber Security Center and theMinistry of Justice and Security. This way you can rest assured that your information is stored and processed securely, according to the highest security standards that are also applied by other major financial parties.
Step 2 – Response from the financial institution
KiFiD will forward your complaint to the bank or insurer, who may then submit a written response. An attempt is often made to settle the matter amicably. If that does not work, the case will go to the Disputes Committee.
Additional documents during the procedure
If additional documents are required during the complaints process—such as additional policy sheets, email exchanges or reports from external experts, for example—you will always be given the opportunity to provide these. You can easily add documents digitally, so that they are immediately included in the assessment of your case. This way the file remains complete and you avoid unnecessary delays in the handling of your complaint.
Step 3 – Treatment by the Disputes Committee
The Disputes Committee assesses both positions and can make a decision in writing or orally (through a hearing). In most cases, a decision will be made within a few months. That ruling can not only lead to restoration or deletion of a registration, but also to compensation.
Step 4 – Appeal
If you do not agree with the decision of the Disputes Committee, you can in certain cases appeal to the Appeals Committee or via the civil court.
Benefits of a procedure at KiFiD
- The procedure is free of charge for consumers.
- You have no court fees or legal obligation.
- KiFiD can make binding statements that banks and insurers must comply with.
- The processing time is shorter than in court (on average three to six months).
What can Arslan Advocaten do for you?
- We assess whether your complaint has a chance.
- We draft your complaint with a legally substantiated basis and submit it.
- We represent you during the KiFiD procedure.
Are you unsure whether your complaint will be processed?
Would you like to know in advance whether your complaint is eligible for treatment? Then first take a short self-test or let us assess your situation without obligation. This way you avoid unnecessary loss of time and you know immediately where you stand.
Our experience shows that good preparation makes the difference. We ensure that your file is complete and advise you on the chances of success of your complaint. This significantly increases the chance of a successful outcome.
Frequently asked questions about KiFiD
What does a KiFiD procedure cost?
The procedure is free for consumers. Only entrepreneurs can sometimes be asked for a limited compensation.
Do I need a lawyer?
This is not mandatory, but a lawyer significantly increases the chance of a positive outcome. We know exactly how to present your case convincingly.
How long does a KiFiD procedure take?
On average three to six months. In complex cases it may take a little longer, but it is still faster than the civil court.
Is a KiFiD ruling binding?
Yes, usually. Banks and insurers are then obliged to follow the ruling. Only in exceptional cases can the case still end up in court.
A binding decision means that both you and the financial service provider must adhere to the decision of theDisputes CommitteeorAppeal Committee. In practice, if necessary, you can even enforce through the courts that the service provider complies with the binding advice. The difference between a binding and non-binding ruling may be important for your situation: a non-binding ruling gives parties more freedom to still go to court if they do not agree with the decision. Are you in doubt between binding or non-binding? Consider carefully what consequences this will have for your case and feel free to ask for advice if you are unable to resolve this.
Would you like to file a complaint with KiFiD?
Please feel free to contact Arslan Advocaten without obligation. We assess your file, draw up the complaint and ensure the right legal approach to obtain your rights.
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