{"type":"document","data":{"id":"32c192a3-c953-4ddd-8b4b-1f706472f9af","localeString":"en-GB","publishDate":"2026-04-10T11:18:51.543+02:00","contentType":"onecms:productPage","hasMacro":false,"flexPageMetadata":{"afmBanner":false,"robotInstruction":{"noIndex":false,"noFollow":false},"description":"Has something gone wrong? We’re sorry to hear that and we take it seriously. You can easily submit your complaint and read how we handle it transparently and within clear timelines."},"mainHeaderZone":{"componentType":"productHeader","coreHeader":{"body":"Every day, we try to help our customers as much as we can. But sometimes things can go wrong. If you're dissatisfied or would like to make a complaint, we're here to help. Read how we'll try to resolve your complaint below.","headerImage":{"transformBaseUrl":"https://assets.ing.com/transform/cfcc4078-04c2-418d-8ae7-9120764095aa/Young-woman-using-mobile-phone-and-laptop-while-sitting-at-home","type":"image","width":7200,"original":"https://assets.ing.com/m/588906f729e5914e/original/Young-woman-using-mobile-phone-and-laptop-while-sitting-at-home.jpg","extension":"jpg"},"title":"Complaint"},"backLink":{"textLink":{"url":"/en/bank/make-appointment","text":"Make an appointment"}}},"flexZone":{"flexComponents":[{"componentType":"sectionTitle","title":"How to make a complaint"},{"componentType":"paragraph","richBody":{"value":"

Fortunately, we can often resolve many complaints straight away. That’s why we prefer direct contact with you. The fastest way to do this is by chatting with us. One of our colleagues will be happy to help you.

You can start a chat via one of the two buttons below.

"}},{"componentType":"cta","textLink":{"url":"https://mijn.ing.nl/banking/mobile/service?dialog=service-contacts-chat","text":"Start live chat (private individual)"}},{"componentType":"cta","textLink":{"url":"https://mijnzakelijk.ing.nl/banking/mobile/service?dialog=service-contacts-chat","text":"Start live chat (business)"}},{"componentType":"paragraph","richBody":{"value":"

 

Is it not possible to resolve your complaint via chat?

Then, as a private customer, you can also easily submit a complaint digitally via the ING App. This allows you to clearly explain what’s going on at a time that suits you. We will then handle your complaint as quickly as possible.

You can find the digital complaint form in the ING App via the service page (bottom right).

 

Don’t have access to chat or the app?

You can call us from Monday to Friday, between 8:30 and 17:00. You can find the phone number here.

"}},{"componentType":"paragraph"},{"componentType":"paragraph"},{"componentType":"linkList","iconTitle":{"icon":{"transformBaseUrl":"https://assets.ing.com/transform/cf7ac4d8-372a-43c3-9125-303d41638e88/Location_outline_orange_RGB","type":"image","width":267,"altTextEN":"\"\"","altTextNL":"\"\"","altTextFR":"\"\"","altTextDE":"\"\"","original":"https://assets.ing.com/m/61a9aebbeed93826/original/Location_outline_orange_RGB.png","extension":"png"},"title":"Or go straight to:"},"textLinks":[{"url":"/particulier/verzekeren/klacht-over-verzekeren","text":"Complaint about personal insurance"},{"url":"/zakelijk/verzekeren/klacht-over-verzekeren-via-ing","text":"Complaint about business insurance"}]},{"componentType":"sectionTitle","title":"After you've made a complaint"},{"componentType":"paragraph","richBody":{"value":"

During the initial contact, we aim to resolve your complaint immediately. If that’s not possible and a specialist is needed to investigate further, we will ensure you receive a response from us within 10 working days. We will contact you either by phone or by sending a letter.


Please note:

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We try to resolve all complaints as best we can. However, you may not agree with our response. In that case, you can appeal to our Legal Affairs department. Please send a letter to the Legal Affairs department within six weeks requesting a reassessment of your complaint.

"}},{"componentType":"accordion","accordionList":[{"title":"Lodging an objection: write a letter to ING's Complaints department","richBody":{"value":"

Send your letter to ING – no stamp necessary. You'll receive a written response within 6 weeks after we've gotten your letter. Learn which address you'll need and what to include in your letter below. 

Personal customers

ING Legal Affairs - private individuals
Antwoordnummer 6135
8900 VC Leeuwarden

Business customers

ING Legal Affairs - business      
Antwoordnummer 6135
8900 VC Leeuwarden

Please include the following in your letter:

"}},{"title":"What happens after you've lodged an objection","richBody":{"value":""}}]},{"componentType":"paragraph","title":"Dissatisfied with ING's final response?","richBody":{"value":"

Both personal and business customers can go to the Financial Services Complaints Institute (KIFID) or the court. Read more about these two options below.

"}},{"componentType":"accordion","accordionList":[{"title":"Personal customers","richBody":{"value":"
  1. The Financial Services Complaints Institute (KIFID)
    If you've followed every step of ING's payments, savings, loans, mortgages or investments complaints procedure or if your complaint is about a Central Credit Registration Office (BKR) registration and you're dissatisfied about the way it was handled, you can contact the Financial Services Complaints Institute (KIFID). This is an independent organisation that handles consumer complaints. Download the questionnaire on the KIFID website and complete it within 3 months after the date of issue on ING's final response letter. Or complete it within 1 year from when you first reported your complaint to ING. See www.kifid.nl for more information

    If your complaint is related to disciplinary law, KIFID will forward it to the Disciplinary Board for Insurers (in Dutch: Tuchtraad Verzekeraars). Consumer complaints can only be forwarded by KIFID. They will let you know if your complaint has been forwarded.
  2. Go to court
    You can also take your complaint to the competent court. Visit www.rechtspraak.nl for more information. 
"}},{"title":"Business customers","richBody":{"value":"

You can take your complaint to the competent court. In some cases, you can also turn to The Financial Services Complaints Institute (KIFID). Visit www.kifid.nl for more information.

"}}]},{"componentType":"accordion"}]}}}