Complaints and suggestions

Report your complaint or suggestion for improvement about BeFrank

At BeFrank, we do everything we can to ensure you are happy with our services. If you’re not entirely happy or you have a suggestion for improvement, let us know. This page explains how you can do that. 

Disappointed in our services? If so, we’re sorry about that and we want to hear from you. That way, we can work with you to find a solution. 

You can submit your complaint in one of the following ways:

Complaint form

Simply fill in our complaint form on the website.

By telephone

If you want to speak to someone in person, call us on 020 562 11 00. We are available on business days between 8am and 6pm.

By e-mail

If you are accruing pension with us, send your complaint to klantenservice@befrank.nl. If you are an employer or advisor, send an e-mail to relatiebeheer@befrank.nl. 

By post

You can also send your complaint by post to:

BeFrank

Postbus 2096 

1000 CB Amsterdam

What can you expect from us?

Once we have received your complaint, we will look into it as soon as possible. We usually respond to complaints within five business days. 

If we need to investigate your complaint first, it might take a little longer. In that case, you will receive a reply within four weeks. 

Not happy?

Are you unpleased with how we processed your complaint? If so, you can take your complaint to the Financial Services Complaints Tribunal (KiFid). You can also take your complaint to a Dutch court. 

Helps us improve our services

At BeFrank, we are always innovating. We do so based on our customers’ preferences and needs. If you have a suggestion for how we can improve our services, we want to hear from you!