As a customer, you may expect the variable interest rate to move along with the market rate. This was the ruling made by Kifid (Financial Services Complaints Institute) in 2020 for other financial service providers regarding revolving credit. Kifid later decided that this principle also applies to other consumer loans, including Credit Mortgages with a variable rate not linked to an external reference rate.
For OKH and CKH loans, which were later converted into a Credit Mortgage, the interest rate was in practice based on the external reference rate Euribor. Research has shown, however, that these interest rates did not always sufficiently follow market rates for home mortgages. We will correct this by offering compensation to customers who have paid too much interest.
Please note: Credit Mortgages that were not previously OKH or CKH are not eligible for compensation. Those Credit Mortgages use an external variable interest rate (Euribor).
"}},{"componentType":"sectionTitle","title":"When will you receive notification?"},{"componentType":"paragraph","richBody":{"value":"We aim to inform all eligible customers no later than the end of May 2026 by letter about the compensation amount. We will transfer the amount to the payment account we have on file. You do not need to take any action. Customers who are not eligible will not receive a notification.
| Product | Exepected notification |
|---|---|
| Credit Mortgage regular customers (former OKH) | March - April 2026 |
| Credit Mortgage regular customers (former CKH) | March - April 2026 |
| Credit Mortgage the heirs of customers (former OKH) | May 2026 |
| Credit Mortgage the heirs of customers (former CKH) | May 2026 |
| Credit Mortgage former customers (former OKH) | May 2026 |
| Credit Mortgage former customer (former CKH) | May 2026 |
Below are the frequently asked questions about the compensation scheme for the Maintenance Credit Mortgage (OKH) and the Consumer Credit Mortgage (CKH), which were converted into the Credit Mortgage in 2012.
"}},{"componentType":"accordion","accordionList":[{"title":"How will you receive notification as an ING customer?","richBody":{"value":"You will automatically receive the compensation in your payment account no later than the end of March 2026. You do not need to do anything. We will send you a letter about the compensation. If you are not eligible, you will not receive a notification.
"}},{"title":"What can you do if you are an ING customer and did not receive a notification but believe you should receive compensation?","richBody":{"value":"We calculate the compensation fully automatically and per Credit Mortgage. You can always contact us if you disagree with our decision not to offer compensation. We can explain the calculation or review the decision again.
Some years' data is no longer available because the retention period has expired. These may be contract data or transaction data. When we no longer have all transaction data, we will attempt to determine—using averages and assumptions—whether you qualify for compensation.
If you have information showing that our calculation is incorrect, we would like to receive it. See the question: “Which documents must I, as a customer or former ING customer, submit for a (re)calculation?” for the required information.
Send the requested information to compensatie.krediethypotheek@ing.com. If you had the mortgage with someone else, ensure one of you submits the documents on behalf of both.
Once we receive your documents, we will make a new calculation within 60 days and notify you when it is completed. If the calculation results in a positive compensation amount, we will first prepare a Settlement Agreement. This means you must sign our proposal, after which the dispute is closed definitively.
"}},{"title":"What can you do if you disagree with the compensation amount?","richBody":{"value":"We calculate the compensation fully automatically and per Credit Mortgage. You can always contact us if you disagree with the amount of compensation. We can explain the calculation or review the decision again.
Some years' data is no longer available because the retention period has expired. This may include contract data or transaction data. When not all transaction data is available, we will try to determine—using averages and assumptions—whether you qualify.
If you have information indicating our calculation is incorrect, please send it. Check the questions: “Which documents must I, as a customer or former ING customer, submit for a (re)calculation?” or “Which documents must I, as an heir of a customer or former ING customer, submit for a (re)calculation?” for the required information.
Send your information to compensatie.krediethypotheek@ing.com. If you shared the mortgage with someone, ensure one of you submits the documents on behalf of both.
Once we receive your documents, we make a new calculation within 60 days and notify you afterward. If the new amount is lower, you will still receive the initial higher compensation amount. If the new calculation results in a higher amount, we will prepare a Settlement Agreement first.
"}},{"title":"Can I view the calculation if I received compensation?","richBody":{"value":"Yes, we can send you the calculation with an explanation. Email compensatie.krediethypotheek@ing.com and always include your personal details and mortgage number.
"}},{"title":"I have received a request to provide a bank account number, but the other (former) mortgage holder, for example my ex-partner, is unwilling or unable to co-sign the declaration.","richBody":{"value":"If the other mortgage holder is unwilling or unable to co-sign the declaration, you may still sign the form yourself and email it to compensatie.krediethypotheek@ing.com. Please state in your email that the other mortgage holder is unwilling or unable to sign the declaration. You will then receive your proportional share of the compensation. For example, if you held the credit mortgage jointly with another person and that person does not sign the form, you will receive 50% of the compensation amount. If the other mortgage holder has passed away, please also refer to the next question.
"}},{"title":"I have received a request to provide a bank account number, but one or more of the (former) mortgage holders has/have passed away and can therefore not sign the declaration.","richBody":{"value":"If one or more of the (former) mortgage holders has/have passed away, you must first notify ING of the death in order for the portion of the compensation that forms part of the estate to be paid out to the entitled beneficiary(ies) of the inheritance. More information about reporting a death can be found at ing.nl/overlijden.
"}},{"title":"How will you receive compensation as a former ING customer?","richBody":{"value":"If you are no longer an ING customer but previously had a Credit Mortgage (formerly OKH/CKH), you may still be eligible. We need additional documents to perform a calculation, as some of your documents are no longer available.
See the question: “Which documents must I, as a customer or former ING customer, submit for a (re)calculation?” for details.
Send your documents to compensatie.krediethypotheek@ing.com. If the mortgage was held jointly, ensure one of you submits the documents on behalf of both.
Once we receive your documents, we make the calculation within 60 days and notify you.
"}},{"title":"How do you receive compensation as an heir of an ING customer?","richBody":{"value":"If the mortgage is registered to “heirs of”, you will automatically receive the compensation no later than the end of May 2026 into the account linked to the Credit Mortgage or the “heirs of” account. If the deceased is not eligible, you will not receive a notification.
If the death is not registered with us, we cannot pay compensation automatically. See the question: “Which documents must I, as an heir of a customer or former ING customer, submit for a (re)calculation?”
Send the requested information to compensatie.krediethypotheek@ing.com. If the mortgage was joint, ensure one of you submits the documents for both.
Once we receive the documents, we make the calculation within 60 days and notify you.
"}},{"title":"How do you receive compensation as an heir of a former customer?","richBody":{"value":"If the deceased previously had a Credit Mortgage (formerly OKH/CKH), the Credit Mortgage may still qualify. Additional documents are required. See the question for heirs.
Send the necessary information to compensatie.krediethypotheek@ing.com. If the mortgage was joint, ensure one submits the documents.
We will calculate within 60 days.
"}},{"title":"Which documents must I, as a customer or former ING customer, submit for a (re)calculation?","richBody":{"value":"Please note: Attachments must be submitted in PDF, JPEG, JPG or PNG format.
If your BSN (Citizen Service Number) appears on a document, always make sure to hide it. You can do this by covering the number when taking the photo or scan, or by blacking it out on the image. You can easily do this using the Dutch government’s ‘KopieID’ app.
1. Include your personal details — and those of any second mortgage holder — in the email:
2. Add a copy of the mortgage deed or an annual statement showing your mortgage number
We can only determine your compensation based on one of these two documents. A bank statement alone is not sufficient, as we cannot identify whether there were other mortgage holders who may also be entitled to part of the compensation.
Please attach a scan or clear photo of the documents you have found.
Additional documents for former ING customers
Please also include a copy of your valid ID (passport, identity card, driver’s licence or residence permit).
If your BSN appears on the ID document, always hide it — for example by covering it while taking the photo or scan, or by blacking it out on the image. You can do this easily using the ‘KopieID’ app from the Dutch government.
Please note: Attachments must be submitted in PDF, JPEG, JPG, or PNG format.
If your BSN (Citizen Service Number) appears on any document, always hide it. You can do this by covering the number when taking the photo or scan, or by blacking it out on the image. You can easily do this using the Dutch government’s ‘KopieID’ app.
1. Include your personal details — and those of the deceased — in the email:
2. Add a copy of the mortgage deed or an annual statement showing the deceased’s mortgage number
We can only determine the compensation based on one of these two documents. A bank statement on its own is not sufficient, as it does not allow us to determine whether there were other mortgage holders who may be entitled to compensation.
3. Add a copy of the death certificate and, if available, a certificate of inheritance
These documents help us confirm your entitlement to request a recalculation.
4. Are you not an ING customer yourself?
Please include a copy of your ID (passport, identity card, driver’s licence, or residence permit).
If your BSN appears on the document, always hide it. You can do this by covering it while taking the photo or scan, or by blacking it out. This can easily be done with the ‘KopieID’ app.
For more information, visit ing.nl/overlijden.
"}},{"title":"Why must I, as a former customer or heir, share personal information and documents?","richBody":{"value":"We no longer have all of your personal details or those of the deceased. Due to legal retention periods, we are not allowed to keep this information if you are no longer an ING customer. This may include contract data or transaction data.
Because of this, we ask you to provide certain information so that we can make the necessary calculation.
We no longer have them either. Without the required documents, we cannot perform a (new) calculation.
"}},{"title":"How do I receive compensation if I am under guardianship?","richBody":{"value":"Your guardian should contact us.
"}},{"title":"How can a legal guardian request compensation on behalf of the customer?","richBody":{"value":"Please send the information below in one email to compensatie.krediethypotheek@ing.com.
We will do our best to let you know within 60 days whether the customer is eligible for compensation.
lease send the information below in one email to compensatie.krediethypotheek@ing.com.
We will do our best to let you know within 60 days whether the former customer is eligible for compensation.
1. Include the personal details of the former customer — and any second mortgage holder — in the email:
2. Add a copy of the mortgage deed or an annual statement showing the mortgage number
We can only determine the compensation based on one of these two documents. A bank statement on its own is not sufficient, as we cannot determine whether there were other mortgage holders who may also be entitled to compensation.
3. Add a copy of the customer’s ID
This may be a passport, identity card, driver’s licence, or residence permit.
If the BSN (Citizen Service Number) appears on the document, always hide it. You can do this by covering the number when taking the photo or scan, or by blacking it out. You can easily do this using the Dutch government’s ‘KopieID’ app.
"}},{"title":"I don’t have an email address. Can I send the requested documents by post?","richBody":{"value":"
Yes, you can. You may send the requested documents by post to:
ING Klantenservice
Antwoordnummer 6135
8900 VC Leeuwarden
No stamp is needed.
"}},{"title":"Are compensation amounts added if I had multiple Credit Mortgages?","richBody":{"value":"No, compensation is calculated per contract.
"}},{"title":"Does a payment pause affect compensation?","richBody":{"value":"Yes, if you temporarily did not pay interest, this is included.
"}},{"title":"Can the compensation amount be negative?","richBody":{"value":"No, you will not have to pay ING.
"}},{"title":"Where can I find the DNB mortgage rate < 1 year?","richBody":{"value":"On the DNB website. Click here for the interest rates.
"}},{"title":"Does compensation affect my tax return?","richBody":{"value":"If you deducted the interest you paid in your income tax return, the compensation will affect your tax return. You must include the compensation amount in the income tax return for the year in which you receive the compensation. For more information, please contact a tax advisor or the Dutch Tax and Customs Administration.
We will report the compensation amount to the Dutch Tax and Customs Administration for the Pre‑Completed Tax Return for 2026, as mortgage interest received by you. When completing your income tax return, you must (if your mortgage interest is tax‑deductible) reduce the amount of mortgage interest you paid by the compensation amount.
"}},{"title":"How do I know if a compensation email is legitimate?","richBody":{"value":"Phishing exists. ING never sends login links. Messages in the ING app or MijnING are safe. Click here for more information about phising.
"}},{"title":"I was told earlier I would receive a message. When will that be?","richBody":{"value":"As part of the compensation scheme for Consumer Credit, some customers asked whether their Credit Mortgage also qualified for compensation. Customers who are entitled to compensation will receive a message no later than May 2026.
"}},{"title":"My question is not listed. How can I contact ING?","richBody":{"value":"Call 020 22 888 88 on business days 8:30–17:00.
"}}]},{"componentType":"paragraph","title":"Good to know","richBody":{"value":"The English text of the website is a translation of the Dutch original version. This translation is intended for the customers convenience only. In case of any discrepancies between the two versions, the original Dutch version shall prevail. The mortgage offer and contract will be signed in Dutch. Also, all further communication after signing the mortgage contract will be in Dutch. You acknowledge and accept this. If any assistance or clarification is needed, we recommend contacting your mortgage advisor or to call our customer service via the ING app.
"}}]}}}