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