Complaint Procedure

We make every effort to ensure that the services we provide to our customers fully meet their needs and expectations and are delivered in a friendly, courteous and efficient manner. However, whenever a service is provided occasionally things can go wrong. As a customer driven company Centrale Hypotheekbank N.V. (CHB) does not view complaints as something negative. Customers are therefore provided with different communication channels to express their concerns, because complaints are considered opportunities for CHB to identify areas for improvement and key in maintaining the confidence of its customers and of the general public in CHB. If any customer feels that they have an issue with the service received, they have the right to complain directly to the individual or department they have been dealing with, where we do our utmost to resolve the issue at hand.

If this proves not to be the case and a customer feels that they should lodge an official complaint, we have a robust Customer Complaints Procedure in place to ensure that all complaints are investigated thoroughly, fairly and in confidence. We will respond to any official complaint within 10 days of receipt or, if this is not possible, issue an interim reply advising of the reasons for the delay and when a substantive response will follow. Any customer not satisfied with the response still has the right of appeal.

Do you have a concern?

Please complete and File the Complaint Form as indicated below.

Step 1:                                                                                                                                  Download the electronic Complaint Form (link).


Step 2:                                                                                                                                     Complete the Complaint Form and submit it by:

  • E-mailing the Complaint Form electronically to; or
  • Mailing the Complaint Form to Centrale Hypotheekbank N.V., Schouwburgweg 26, APC-Plaza, Curacao; or
  • Filling the Complaint Form in person at our offices.

Step 3:                                                                                                                                 Call or visit our offices if you have questions about the complaint process, want to discuss your complaint, or would like to learn where to file a complaint.

You may also submit a complaint by letter that includes all the information requested on the Complaint Form. We will review your Complaint Form or letter, and contact you if we need more information.