Terms and Conditions for Business

The law is intended to provide you as a customer with stronger consumer protection, prevent debt problems, regulate more services and consolidate regulations into one law.

The new law applies to both new and existing agreements. This does not mean that existing agreements must be entered into again, but some rules in the new law may take precedence over contractual provisions if these do not comply with the law.

Ongoing agreements remain valid. This means that your agreements with DNB or the financial institution still apply, but agreements and terms may be updated. You will be notified of such changes.

When the account holder disputes a card transaction, the account holder must demonstrate that the transaction was not authorised by the account holder. The condition is that the complaint is made within two months.

You can find more information about this on the page for Complaints and disputes.

Read more about complaints and claims

We must respond to you in writing, in clear and straightforward language, as soon as possible. If we have not responded to you within 15 working days after receiving your complaint, we will send you an interim response with information about the reason for the delay and when you will receive a final response from us.

In extraordinary circumstances, which are beyond our control, it may take 35 days before you receive a response from us. Please note that this does not apply to complaints relating to business customers.