I am not satisfied and would like to make a complaint
Nickel does everything in its power to satisfy you and provide you with the best quality of service. Despite our best efforts, you may not be completely satisfied.
To inform us of your dissatisfaction:
First recourse: contact our Complaints Department
You have several options:
- Via our contact form: select “Declare an event”, then “I wish to make a declaration”.
- By post: indicating your surname, first name, customer ID, and describing your request as precisely as possible; To the following address: Financière des Paiements Électroniques - Service Réclamation - Rue Royale 144-146 1000 Brussels.
- By telephone: you can contact our Customer Service teams on 02 891 29 80 from Monday to Friday, 8.30am to 7pm. If you are not satisfied with the response, you can send us your concerns by post or via our contact form.
You will receive confirmation that your claim has been processed within 48 hours, and a response to your claim within 15 days of receipt at the latest (except in exceptional circumstances, when a response will be provided within 2 month at the latest).
As a second recourse: contact the Federal Mediator (Ombudsfin)
After contacting our Complaints Department and respecting a deadline of 1 month after sending your request, you can refer your case to the Financial Services Mediation Service free of charge and in writing:
- By post, to this address : North Gate II, Boulevard du Roi Albert II, n°8, bte. 2 1000 Bruxelles
- By phone : +32 (0)2 545 77 70 (Monday to Thursday, mornings only)
- Online: https://www.ombudsfin.be/en/introduce-a-complaint
To find out more about the principles of mediation, visit the dedicated website: https://www.ombudsfin.be/en
The Mediation officer is the last resort before taking legal action.
Your complaint will not be examined by the Mediation officer:
- The subject of your request is clearly formulated and sufficiently documented.
- The financial institution concerned is a member of Ombudsfin.
- You have already lodged a complaint with the relevant complaints department of the financial institution or with the ombudsman without obtaining satisfaction within a reasonable period of time (in principle, 1 month). No year has passed since you lodged the complaint with the financial institution or the ombudsman.
- The dispute is not (has not been) the subject of legal proceedings.
- Your claim does not concern excessive indebtedness for which no fault on the part of the financial institution can be established.
NB: You also have the possibility to use the European Dispute Resolution Platform to address your complaint. This platform is made available to consumers and offers you an alternative mediation service to resolve your dispute.
European Commission website: Online Dispute Resolution | European Commission (europa.eu)