I am not satisfied and would like to make a complaint
Nickel strives to provide you with the best possible service. However, despite our efforts, it is possible that you may not be entirely satisfied.
If you are unhappy and would like to file a complaint, you can reach us in the following ways:
First recourse: contact our Complaints Department
You have several options to inform us of your complaint:
- Via our contact form: select “Declaring a change of situation”, then “Type of my request:
I wish to make a claim (Response time 15 days)”.
- By post: Send us a letter including your name, first name, your Nickel ID, and a detailed description of your complaint to the following address: Financière des Paiements Électroniques – Complaints Department, Rue Royale 144-146,1000 Brussels, Belgium.
- 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.
- By email: You can also file your complaint via email. Send your detailed description of the complaint, including your name, first name, customer ID, and complaint details, to complaints@nickel.eu
You will receive an acknowledgment of receipt of your complaint within 48 hours. We aim to respond to your complaint 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 Service is the final step before taking legal action.
Ombudsfin will only review your complaint if:
- Your complaint is clearly formulated and well documented.
- The financial institution concerned is a member of Ombudsfin.
- You have already submitted your complaint to the financial institution's Complaints Department, and have not received a satisfactory response within a reasonable period (typically 1 month).
- No more than a year has passed since you submitted your complaint.
- The dispute is not (or has not been) the subject of legal proceedings.
- Your complaint does not relate to excessive debt for which the financial institution cannot be held liable.
NB: You also have the option to use the European Online Dispute Resolution (ODR) platform. This platform is available to consumers and offers an alternative mediation service for resolving disputes.
More information can be found on the European Commission’s website: Online Dispute Resolution | European Commission (europa.eu)