Submitting a complaint about Booking Holdings Financial Services

Updated 2 months ago | 5 min read

BHFS customers have the right to share feedback and submit a complaint about the services they’re dissatisfied with if they feel BHFS hasn’t met their expectations. Whenever a complaint is raised, it’s our responsibility to investigate and resolve it.

Before submitting a complaint about BHFS, make sure you’re a BHFS customer. See this article for more info.

In this article:

Raising a complaint

You can securely raise a complaint by messaging us via the Extranet inbox or by calling us. Here’s how:

  1. Log in to the Extranet
  2. Click “ messages,” then “See contact options.” 
  3. Under “Property details,” click “Other,” then select “See all contact options.” 
  4. Choose “Message” to write to us, or call us using the phone number listed. 

You can also raise a complaint via our dispute resolution center

  1. Follow this link to our dispute resolution center. 
  2. Enter your property ID, name, and contact info, then select the topic “Commercial and product related.” 
  3. In the Message field, write a detailed explanation of your complaint and mention BHFS. The more information you add, the better we can understand and quickly resolve your concern. 
  4. Click “Send,” and a member of our team will get back to you as soon as possible. 

Providing us with details about your complaint

When contacting us about your complaint, provide as much information as possible and tell us your expected outcome. If you’re unsure about how you’d like us to resolve your concern, we’ll advise you in the best way possible.

Include the following details in your message:

  • The name you used in your BHFS Know Your Partner form
  • Your property address
  • A clear and concise explanation of your issue(s)
  • Details on how you’d like us to help
  • Attachments of any relevant letters or documents

We may need extra information from you to better understand and resolve your complaint. In this case, we’ll contact you using the phone number you listed on the Extranet.

What happens after you submit a complaint

Once submitted, we’ll do our best to resolve your complaint immediately, but sometimes it may take longer to investigate your case. If this is the case, here's what we'll do:

  • We’ll send you a written acknowledgement of receipt of your complaint within five business days.
  • We’ll provide you with the name and contact details of the person handling your complaint and keep you informed of our progress.
  • We'll resolve your complaint within 15 business days. In exceptional circumstances (i.e. if something outside our control causes a delay), we'll email you about what we're doing to find a solution and when you can expect to hear from us. In this case, we expect to find a resolution within 35 days.

What to do if you’re unhappy with our final response

If you aren’t happy with our final response—or if we’re unable to resolve your complaint within 35 business days from when you first contacted us—you can bring your concerns to your local financial ombudsman service. This is a free and independent institution that settles complaints between consumers and businesses that provide financial services.

If you’re in Ireland, contact the Financial Services and Pensions Ombudsman (FSPO):

If you’re in Finland, get in touch with the Finnish Financial Ombudsman Bureau (FINE):

Partners in Belgium can contact the Financial Services and Markets Authority (FSMA):

Partners in Austria can contact the Joint Conciliation Board of the Austrian Banking Industry:

Partners in Greece can contact the Hellenic Financial Ombudsman (EHM):

Partners in Estonia can contact the Consumer Disputes Committee:

Partners in Luxembourg can contact the Commission de Surveillance du Secteur Financier (CSSF):

If you’re in the European Economic Area (EEA) but not in any of the countries listed, refer your complaint to an alternative dispute resolution service. Find more information about this on the European Commission’s website.

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