Netherlands: bank scam complaints and the Kifid route
How to prepare a Dutch financial-provider complaint, check Kifid eligibility and understand the significance of court or binding-decision choices.
Complain to the financial provider first. If unresolved, check whether Kifid can handle the provider and type of complaint, then use its official submission process. AFM and DNB do not mediate individual disputes. Kifid access and procedural choices should be checked before going to court.
A bank’s refusal to reimburse is not necessarily the end of the complaint process, but an external review is not a guarantee of success. The decision depends on the facts, applicable rules and the provider’s obligations.
This guide concerns the Netherlands. It does not state that all approved scam transfers must be refunded. Explain the transaction accurately and ask the relevant body to assess the actual conduct at issue.
Put the complaint to the provider in writing
Identify the disputed payments, first fraud notification, relevant decision and remedy requested. Explain what you approved and what you did not, including deception or remote access. Attach a short timeline and the most relevant records.
Follow the institution’s published complaint procedure and retain proof of submission. AFM advises giving the undertaking a chance to respond. Ask for its final position, the reasons relied on and external escalation information. A supervisory report is not a substitute for this step.
Check Kifid membership and complaint scope
DNB advises checking whether the institution is registered with Kifid. Not every financial undertaking or type of dispute falls within the same scope. Kifid’s official site offers a preliminary suitability check; use it and the current rules.
A complaint against your actual bank differs from a request to recover funds from an unknown scam website. Identify the legal entity in your account agreement. For a foreign provider, confirm which dispute body is appropriate instead of assuming a Dutch-facing website establishes eligibility.
Prepare the official submission
Kifid’s portal asks for the financial service provider, a description of the complaint, possible solution, estimated damage and relevant documents and correspondence. Its guidance also allows a paper submission. Send copies, not original documents.
State real amounts and currencies, not merely a fake platform’s displayed profits. Check the submission carefully before sending; Kifid warns that the complaint cannot simply be edited afterwards. Keep the original evidence archive and a copy of what you submitted.
Understand consequential procedural choices
Kifid explains that binding and non-binding outcomes have different consequences. A binding ruling must be followed by both parties under the applicable process. Do not make that choice solely because it sounds more powerful; read the official explanation and seek advice if unsure.
AFM also cautions that going to court can prevent a subsequent Kifid application. Court action, settlements and dispute-body proceedings should therefore be sequenced deliberately. This is not a claim that you cannot ever seek legal help; it is a reason to understand the implications before committing.
Keep supervision and deadlines in view
AFM and DNB can receive signals for supervision but do not act as individual mediators. You can provide those signals while pursuing the appropriate complaint route, using consistent facts and clearly labelled references.
Check current admissibility and deadline rules on Kifid’s site and the provider response. Do not assume the police report or ongoing correspondence extends them. If Kifid cannot handle the dispute, ask a qualified adviser about alternatives, costs and limitation periods before paying for proceedings.
A short checklist
- Complain directly to the legal provider.
- Retain the final response and submission date.
- Check Kifid registration, scope and current deadlines.
- Submit copies with a clear loss calculation.
- Understand binding decisions and court-route consequences.
Common questions
Do AFM or DNB decide whether the bank owes me a refund?
Their guidance describes supervisory roles rather than individual mediation. Use the provider complaint and eligible dispute route for that issue.
Should I send Kifid my original ID documents?
Follow the official document instructions. Kifid says to send copies rather than originals and its paper guidance says ID copies are not necessary.
References
- Financial consumer complaintsDutch Authority for the Financial Markets · Netherlands
- Complaints about institutionsDe Nederlandsche Bank · Netherlands
- How to submit a complaint (Dutch)Kifid · Netherlands
