As a consumer you have the right to complain against a credit or financial institution in case you are not satisfied with the products or services provided. Although the EBA has no direct competence with regard to complaints against a credit or financial institution, in this section you will find some suggestions on the submission of complaints:

  1. Contact the credit or financial institution
  2. Submit an official complaint
  3. Contact your national competent authority or Ombudsman

1. Contact the credit or financial institution

If you are not satisfied with the products or services provided by a credit or financial institution, you should first contact the customer service department of the respective institution. Contact details are usually available on their websites. For a prompt identification of the problem, it is always advisable to support your claim with relevant documents (i.e. the contract you concluded with the institution or any other document that would help identify the products and services for which you are complaining).

At this stage, credit or financial institutions are usually willing to help consumers in addressing their disappointment. Nevertheless, in case you are not satisfied with the solution proposed, you can still submit an official complaint.

2. Submit an official complaint

Each credit or financial institution shall have in place specific procedures for dealing with complaints, which are usually available on their website. Therefore, you should follow the procedure indicated for the submission of official complaints (preferably in written form). Again, supporting documents will be useful.

3. Contact your national competent authority or Ombudsman

In case you are not satisfied with the response provided by the addressed credit or financial institution, you can refer to either the respective national competent authority or the Ombudsman, when appropriate. To identify your national competent authority, please click on the corresponding country from the list below.

 

CountryNational Competent Authorities
AustriaFinancial Market Authority
Federal Ministry of Labour, Social Affairs and Consumer Protection
BelgiumThe Financial Services and Markets Authority
Ministry of Economy
Ombudsfin
Ombudsman des assurances
BulgariaCommission for Consumer Protection
Conciliation commission on dispute payments
Bulgarian National Bank
Financial Supervision Commission
CroatiaThe Croatian National Bank
Croatian Financial Services Supervisory Agency
CyprusCentral Bank of Cyprus
The competition and consumer protection service of the ministry of commerce, industry and tourism of the republic of Cyprus
Czech RepublicThe Czech National Bank
Czech Trade Inspection Authority
DenmarkFinanstilsynet
The Danish Complaint Board of Banking Services
EstoniaThe Estonian Financial Supervision Authority (EFSA)
C
onsumer Protection Board
FinlandFinancial Supervisory Authority
The Finnish Financial Ombudsman's Bureau
Consumer Disputes board
Consumer Advisors
Finnish Communications Regulatory Authority
FranceAutorité de Contrôle Prudentiel et de Résolution (ACPR)
The Autorité des Marchés Financiers (AMF)
GermanyFederal Financial Supervisory Authority (BaFin)
Federal Ministry of Finance (BMF)
Federal Ministry of Justice and Consumer Protection (BMJV)
Federal Ministry of Economics and Technology (BMWi)
GreeceGeneral Secretariat for Commerce and Consumer Affairs
The Bank of Greece
HungaryMagyar Nemzeti Bank (Central Bank of Hungary) 
Financial Arbitration Board
IcelandThe Financial Supervisory Authority
The Complaints Committee on Transactions with Financial Firms
The Consumer Agency
IrelandCentral Bank of Ireland
Financial Services Ombudsman
ItalyBank of Italy
CONSOB
Italian Competition Authority
LatviaConsumer Rights Protection Centre
Ombudsman of the Association of Latvian Commercial Banks
Financial and Capital Market Commission
LithuaniaState Consumer Rights Protection Authority
Bank of Lithuania
LuxemburgCommission de Surveillance du Secteur Financier
MaltaMalta Financial Services Authority
NetherlandsAuthoriteit Financiele Markten
NorwayFinanstilsynet
Forbrukerombudet
PolandKomisja Nadzoru Finansowego
Urzad Ochrony Konkurencji i Konsumentow
PortugalBanco de Portugal
RomaniaNational Authority for Consumer Protection
SlovakiaMinistry of Finance of the Slovak Republic
National Bank of Slovakia
Slovak Trade Inspection
SloveniaMinistry of Economic Development and Technology
Bank of Slovenia
SpainBank of Spain
SwedenFinansinspektionen
Konsumentverket
Allmanna Reklamationsnamnden
United KingdomFinancial Conduct Authority