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Questions and answers

Complaint
A complaint is an expression of dissatisfaction by or on behalf of a complainant regarding a product or service offered by a supervised institution. A complaint can only be filed with the CBCS after the complainant has filed a complaint with the supervised institution. The complainant can be a natural or legal person and must have an interest in the complaint.

Click here to confirm that the institution you are complaining about is supervised by the CBCS

Click here to download a complaint form (ENG) (NED) (PAP)

Signal
A signal is a statement about an incident or observation of possible misconduct by a supervised institution. The incident or observation does not necessarily have direct (financial) consequences for the reporter. A signal can be made at any time (anonymously or not) to the CBCS.

Click here to download a signal form (ENG) (NED) (PAP)

Question
A question is asked when more information is requested about, among other things, the CBCS tasks, legislation and regulations or permits.

Click here to download a question form (ENG) (NED) (PAP)

A complaint can only be filed with the CBCS after the complainant has filed a complaint with the supervised institution. The following steps should be taken before filing a complaint with the CBCS.

Step 1 - File your complaint with the supervised institution.

When handling your complaint, the institution should follow certain guidelines. These guidelines are set out in the Regulation on complaints handling for supervised natural and/or legal persons (the ‘Regulation’). Click here for the Regulation on complaints handling.

Please find below some tips for drafting a complaint letter.

  1. Indicate in the first few sentences of the letter what your complaint is about. Then specify the relevant details of the complaint. Think in advance how your complaint could be resolved to your satisfaction. What do you want to achieve with the complaint? Suggest a solution.
  2. Keep the letter formal and specific. Draft short sentences, and ask a good friend or family member to help you, if needed.
  3. Ask for a written response within a reasonable period. Getting a written response is important; it can be relevant during a continuation of the complaints procedure.
  4. Do not forget to include the date, your address, telephone number, and email address and sign the letter.
  5. Send copies of important documents as an attachment to your letter. These documents might include the agreement, quotations, or (electronic) correspondence. Keep the original documentation at home and store it in a safe place.
  6. Make a copy of the complaint letter for your own records.

Step 2 - Contact a consumers association or start a legal procedure

The CBCS cannot mediate on your behalf or determine whether your complaint is well founded. If you do not receive a response from the supervised institution, or if you are not satisfied with the response, you can contact Fundashon pa Konsumidó Curaçao or Consumers Coalition Sint Maarten for mediation or start a legal procedure with the competent authorities.

Step 3 - Inform the CBCS

A complaint can be filed by submitting the complaint form to the CBCS. If you have any uncertainties or difficulties filling out the form, please contact the office of the CBCS at (599 9) 434-5500 (Curaçao location). You can submit the form (including the required documents) at the office located in Curaçao or Sint Maarten or e-mail the form to info@centralbank.cw.

The CBCS considers it important to receive complaints and signals from the public regarding supervised institutions. Complaints and signals regarding possible misconduct contribute to a better supervision by the CBCS. The CBCS will evaluate the severity of the complaints and signals and depending on the number and/or severity of the complaints or signals, further examination can be performed. In certain cases, one complaint or signal may be sufficient for further examination.

Since the CBCS is bound by confidentiality, it is not possible to provide feedback on signals and complaints filed with the CBCS. Furthermore, the CBCS cannot inform you whether an examination will be conducted based on your complaint or signal. However, with your permission, the CBCS will discuss your complaint with the supervised institution.

Last updated: 04.02.2021 08:02