bunq betaalt 170.000 euro boete na te late reacties op onlinefraudedossiers
Amsterdam, maandag, 8 juni 2026.
De Autoriteit Financiële Markten (AFM) heeft bunq een boete van 170.000 euro opgelegd voor te late reacties op klachten van klanten getroffen door onlinefraude. In zeven gevallen duurde het antwoord langer dan de wettelijke termijn van vijftien werkdagen. Sommige klanten hadden tienduizenden euro’s verloren. Zij moesten wekenlang in onzekerheid wachten. De AFM benadrukt dat snelle afhandeling cruciaal is voor vertrouwen in de financiële sector. Hoewel de klanten volgens de bank zelf verantwoordelijk waren, koos bunq er uiteindelijk voor hen alsnog te compenseren. Die vrijwillige terugbetaling leidde tot een lagere boete.
bunq receives fine for delayed fraud complaint handling
The Dutch Authority for Financial Markets (AFM) imposed a €170,000 administrative penalty on bunq B.V. on June 2, 2026. The sanction relates to seven instances where bunq failed to respond within the legally mandated fifteen working days to customer complaints concerning online fraud incidents between November 2023 and August 2024 [1]. Affected customers were left in prolonged uncertainty during the delay [1][2]. While no calculations are required here, the failure constitutes a breach of consumer protection regulations governing payment service providers [GPT].
afm emphasizes timely response obligations
Under Dutch financial regulations, payment institutions like bunq must provide a substantive reply to all points raised in a formal complaint within fifteen working days of receipt [1]. The AFM investigation confirmed that bunq exceeded this maximum reaction period in seven documented cases involving victims of online fraud who lost substantial sums, sometimes tens of thousands of euros [1][2][3]. Delays occurred despite the urgency associated with fraud cases, undermining client trust [1][4]. Prompt resolution is essential for confidence in the financial sector [1].
voluntary compensation reduced final penalty
Although bunq maintained these clients were grossly negligent and therefore ineligible for mandatory compensation under existing policy, it chose to reimburse them voluntarily after the fraudulent losses [4]. The bank compensated affected parties between 80% and 100% of the stolen amounts [2][4]. This goodwill gesture influenced the AFM’s decision regarding the penalty amount [1]. Without such cooperation and voluntary restitution, the base fine would have been significantly higher [1].
penalty calculated through tiered reduction
The initial base fine established by the AFM for the violations amounted to €500,000 [1][2][3]. Due to bunq’s subsequent voluntary compensation of impacted customers, the authority reduced the penalty to €200,000 [1][2]. An additional 15% reduction was applied because both parties agreed to a simplified settlement procedure [1]. The final sum reflects this adjustment: 170000, resulting in the €170,000 penalty [1]. This concludes the enforcement action [1].
regulator affirms commitment to consumer safeguards
Jos Heuvelman, Director at the AFM, stated: ‘An adequate and timely handling of complaints is essential for confidence in the financial sector. Customers must be able to rely on their concerns being taken seriously, especially when they have become victims of fraud’ [1][2]. The regulator emphasized its ongoing oversight role to ensure financial firms meet their legal duties and maintain appropriate internal processes [1]. Protecting consumers during vulnerable moments remains a priority [1][4].