When a complaint is received, it is transferred to the department concerned to be processed.
Acknowledgement of receipt is sent to the claimant within 10 working days of receiving his/her complaint, except in cases where a response to the complaint has already been provided within this time frame. If possible, the claimant will be notified of the name and contact details of the person processing his/her complaint.
ING Luxembourg endeavours to provide a response within one month of receiving the complaint. Should it not be possible to provide a response within this period, the claimant will be informed of the reasons for the delay and when processing of the complaint is likely to be finished.
If the claimant does not receive a response or a satisfactory response, he/she may submit the complaint in writing by post or by email to the Management Committee's head of complaints: