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Consumer Complaints Contact Details Summary

This summary provides an overview of consumer complaint mechanisms across various European countries, focusing on the competent national authorities, contact details, scope of complaints, decision binding status, and links to consumer rights information.

Core Content

The document outlines the consumer complaint procedures for different Member States, highlighting the competent national authorities, their contact information, the types of complaints they handle, whether their decisions are binding, and links to consumer rights information.

Main Points by Country

Austria (AT)

• Competent Authority: Financial Market Authority (FMA)
• Contact Details:
  • Email: FMA-feedback@fma.qv.at
  • Address: Otto-Wagner-Platz 5, A-1090, Vienna
  • Tel: +43-1 249 59-5108 / +43-1 249 59-5124
  • Fax: +43-1 249 59-5199
  • Website: http://www.fma.qv.at/en/consumers/complaint-management.html
• Scope: No restrictions on retail banking services
• Decision Binding: Not binding
• Charges: No
• Consumer Rights Info: http://www.fma.qv.at/de/vebrhauser.html; [http://www.bmask.qv.at/siteIN/Consumer Protection/](http://www.bmask.qv.at/siteIN/Consumer Protection/)

Belgium (BE)

• Competent Authority: Mediation Service Banks - Credit - Investments
• Contact Details:
  • Email: Ombudsman@OmbFin.be
  • Address: Rue Belliard 15-17, Box 8 1040 Brussels
  • Tel: +32 2 545 77 70
  • Fax: +32 2 545 77 79
  • Website: www.ombfin.be
• Scope: Complaints from customers of banks, credit companies, etc.
• Decision Binding: Not binding
• Charges: No
• Consumer Rights Info: http://www.fma.be/en/Consumers/Savings%20and%20investments%20and%20insuranc-aspx; http://www.ombfin.be/en/a.couel.html

Bulgaria (BG)

• Competent Authorities:
  • Commission for Consumer Protection
  • Conciliation Commission on Dispute Payments
  • Bulgarian National Bank
  • Financial Supervision Commission
  • Hellenic Ombudsman for Banking-Investment Services
  • Hellenic Capital Market Commission
• Contact Details: Varies by authority
• Scope: Banking, insurance, payment services, investment services, etc.
• Decision Binding: Varies by authority (some binding, others not)
• Charges: No
• Consumer Rights Info: [http://www.kzp.bg/index.php?mode/view&group id=1&document id=19](http://www.kzp.bg/index.php?mode/view&group id=1&document id=19); http://www.effpolis.gr; www.abe-infoservice.fr

Cyprus (CY)

• Competent Authority: Central Bank of Cyprus
• Contact Details:
  • Email: BSRD@centralbank.gov.cy
  • Address: 80 Kennedy Avenue, CY-1076 Nicosa Cyprus
  • Tel: +357 227 14399
  • Fax: +357 223 78152
  • Website: [http://www.crest raibank.gov.cy](http://www.crest raibank.gov.cy)
• Scope: Banking services and payment services
• Decision Binding: Not binding
• Charges: No
• Consumer Rights Info: [http://www.crest raibank.gov.cy](http://www.crest raibank.gov.cy)

Czech Republic (CZ)

• Competent Authority: Czech National Bank (CNB)
• Contact Details:
  • Email: spotrebitel@cnb.cz
  • Address: Na Příkopě 28, 115 03 Praha 1
  • Tel: +420 224 414359 / +420 224 412261
  • Fax: +420 224 412261
  • Website: www.cnb.cz
• Scope: Banking services and related financial institutions
• Decision Binding: Not binding
• Charges: No
• Consumer Rights Info: http://www.cnb.cz/en/consumer/index.html

Ireland (IE)

• Competent Authority: Financial Services Ombudsman
• Contact Details:
  • Email: enquiries@financialombudsman.ie
  • Address: 3rd Floor, Lincoln House, Lincoln Place, Dublin 2
  • Tel: +356 8074924 / +356 21441155
  • Fax: +356 21441189
  • Website: mymoneybox.msf.co.uk.nt
• Scope: All financial services transactions
• Decision Binding: Not binding
• Charges: No
• Consumer Rights Info: www.mymoneybox.msf.co.m

Latvia (LV)

• Competent Authorities:
  • Consumer Rights Protection Centre
  • Ombudsman of the Association of Latvian Commercial Banks
• Contact Details: Varies by authority
• Scope: Banking services, payment transactions, etc.
• Decision Binding: Not binding
• Charges: Yes in some cases
• Consumer Rights Info: www.ptac.gov.lu/page/264; www.kleituskola.hu/; www.dolceta.eu/latvia/; www.eclatva.eu/; www.frkli/en/commissions/about_us/2011-10-19consumer-complaints-hand/

Malta (MT)

• Competent Authority: Consumer Complaints Manager within the Malta Financial Services Authority (MFSA)
• Contact Details:
  • Email: consumerinfo@mfsa.com.nt
  • Address: Notable Road, Attard BDK 3000 Malta
  • Tel: +356 8074924 / +356 21441155
  • Fax: +356 21441189
  • Website: mymoneybox.msf.co.uk.nt
• Scope: Financial services transactions
• Decision Binding: Not binding
• Charges: No
• Consumer Rights Info: www.mymoneybox.msf.co.m

Netherlands (NL)

• Competent Authority: Kifid Het Financiéle Klacheninstitut
• Contact Details:
  • Email: (not provided)
  • Address: Postbus 93257, 2509 Ag Den Haag
  • Tel: +31 703338999
  • Fax: +31 703338999
  • Website: (not provided)
• Scope: Banking, insurance, mortgages, etc.
• Decision Binding: Not binding
• Charges: No
• Consumer Rights Info: (not provided)

Norway (NO)

• Competent Authority: Norwegian Financial Services Complaints Board
• Contact Details:
  • Email: firmpost@finansklagenennmda.no
  • Address: P.O.Box 53 Skeyen 0212 Oslo Norway
  • Tel: +47 23131960
  • Fax: +47 23131970
  • Website: [www.finansklage nemnda.no](www.finansklage nemnda.no)
• Scope: No restrictions on complaints from consumers
• Decision Binding: Not binding
• Charges: No
• Consumer Rights Info: [http://www.finansklysnet.n/o/no/Vestremeny/fortbruke information/](http://www.finansklysnet.n/o/no/Vestremeny/fortbruke information/)

Poland (PL)

• Competent Authority: Kornisja Nadzoru Finanssowego (Polish Financial Supervision Authority)
• Contact Details:
  • Email: doc@knf.gov.pl
  • Address: Plac Powstarów Warszawy 1000-950 Warszawa
  • Tel: +48 22 262 40 54
  • Fax: +48 22 262 40 74
  • Website: www.knf.gov.pl
• Scope: Complaints about the operation of supervised entities
• Decision Binding: Not binding
• Charges: No
• Consumer Rights Info: www.knf.gov.pl

Portugal (PT)

• Competent Authority: Banco de Portugal/Departamento de Supervolvimento Comportamental/Área de Consultoria Juridica e Reclamações
• Contact Details:
  • Email: http://clientbankario.bportugal.pt/PT/Reclamacoes/Paginas/Formulari:dodenovareclaracao.aspx
  • Address: Banco de Portugal Apartado 2240 1106-001 Lisboa
  • Tel: +351 213 130 000
  • Fax: +351 213 128 115
  • Website: http://clientbankario.bportugal.pt/pt-PT/Reclamacoes/Paginas/default.aspx
• Scope: Banking products, services, and activity
• Decision Binding: Binding
• Charges: No
• Consumer Rights Info: http://clientbankario.bportugal.pt/pt/PT/Paginas/inicio.aspx

Slovakia (SK)

• Competent Authority: National Bank of Slovakia
• Contact Details:
  • Email: info@nbsk.dohlad@nbsk
  • Address: Imricha Karvaška 1,813 25 Bratislava
  • Tel: +421 578 73361 / +421 578 73301
  • Fax: +421 578 71176
  • Website: www.nbsk
• Scope: Banking, insurance, payment services, etc.
• Decision Binding: Not binding
• Charges: No
• Consumer Rights Info: www.nbsk

Slovenia (SI)

• Competent Authorities:
  • Slovene Consumers' Association (ZPS)
  • Bank of Slovenia
  • Settlement Council at The Bank Association of Slovenia
  • Ministry of Economic Development and Technology - Consumer protection sector
• Contact Details: Varies by authority
• Scope: Banking, insurance, payment services, etc.
• Decision Binding: Not binding
• Charges: No
• Consumer Rights Info: http://www.zps.si/0/nas/english/3.htm?Itemid=697; http://www.bsi.si/en/; http://www.zbs-qiz.si/en/; http://www.mgt.gov.si/en/

United Kingdom (UK)

• Competent Authority: Financial Ombudsman Service
• Contact Details:
  • Email: complaint.info@financial-ombudsman.org.uk
  • Address: South Quay Plaza 183 Marsh Wall London E14 9SR
  • Tel: +44 20 7964 0500
  • Fax: +44 20 7964 1001
  • Website: http://www.financial-ombudsman.org.uk/
• Scope: Banking, insurance, mortgages, credit cards, loans, pensions, savings, investments, hire purchase, pawnbroker, money transfer, financial advice, etc.
• Decision Binding: Not binding
• Charges: No
• Consumer Rights Info: [http://www.fsa.gov.uk/cons uninformation/if things.o wrong](http://www.fsa.gov.uk/cons uninformation/if things.o wrong)