Lodge a complaint

Submitting a complaint 

Complaints may be submitted to ING Luxembourg's Complaints department by post, email or secured message via My ING: 

ING Luxembourg S.A.
26 Place de la Gare
L-2965 Luxembourg


The claimant must clearly indicate his or her contact details and provide a brief description of the complaint.


The processing of complaints

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:

Shoshannah Bramlett,
Chief Operation Officer

ING Luxembourg S.A.
26 Place de la Gare
L-2965 Luxembourg

Out-of-court complaint resolution (insurance distribution service excluded)

The Complaint must have been first submitted in writing to the person responsible for the complaint handling at the level of the management of the professional aimed by the complainant (see above). If the responsible in charge at ING Luxembourg is unable to provide the claimant with a satisfactory response, he/she may file a request for an out-of-court complaint resolution, in accordance with CSSF regulations in force.

This method of resolution is also available to payment services users, concerning their rights and obligations established by Titles III and IV, in accordance with Article 106 of the Law of 10 November 2009 on payment services, as amended  and Article 101 of the Directive (EU) 2015/2366 (Payment Services Directive 2).

Financial Sector Supervisory Commission (CSSF)

Alternative dispute resolution of a claim relating to insurance matters

When the processing of a complaint relating to the insurance distribution service provided by ING Luxembourg filed with the responsible manager has not given a satisfactory answer to the claimant, he/she is entitled to submit the claim to the following bodies according to his/her country of residence:

For the Grand-Duchy of Luxembourg:

Legal Department of ING Luxembourg

26 Place de la Gare
L-2965 Luxembourg

Insurance Supervision Authority (Commissariat aux Assurances)

7 boulevard Joseph II

L-1840 Luxembourg


+352 26 91 11 - 1

Insurance Mediation (le Médiateur en assurances de l’Association des Compagnies d’Assurances et de Réassurances (ACA)

c/o Médiateur en assurances

12 rue Erasme

L-1468 Luxembourg

+352 44 21 44 1

Consumer advice (Union Luxembourgeoise des Consommateurs (ULC))

55 Rue des Bruyères

L-1274 Hesperange

+352 49 60 22 1

For Belgium:

For France:

Ombudsman des Assurances

35 square de Meeûs

1000 Bruxelles

+32 2 547 58 71

La Médiation de l’Assurance

TSA 50110

75441 Paris Cedex 09

Complaint related to personal data resolution

If ING Luxembourg is unable to provide the complainant with a satisfactory response, the complainant may file a request directly to the National Commission for Data Protection (CNPD) or to the Financial Sector Supervisory Commission (CSSF). 

National Commission for Data Protection (CNPD).

For more information: 


Financial Sector Supervisory Commission (CSSF)

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