77
was established to re-establish confidence in
the sector. The Platform does this for instance
via the Business Financing website.
On this site, entrepreneurs can find informa-
tion and tips to give their loan application the
best possible chance. On the site they can also
find information about governmental initia-
tives in respect of funding, information about
ratings, etc.
When a loan request is rejected, the banks, in
accordance with the Code of Conduct, must
explain the main factors that affected their
loan decision. Giving a second chance is a
crucial point for attention: when a loan is not
granted but the proposed project is viable, the
banks will consider on their own initiative
how the proposal may be adjusted.
Since the beginning of 2000 the Consumer
Loan Guide, the corresponding budget table
and the brochure about home loans have been
available
9
.
2
On the site of the Professional As-
sociation of Credit Providers (Beroepsvereni-
ging van het Krediet –BVK/Union Profession-
nelle du Crédit - UPC), a sub-association of
Febelfin. These instruments offer private indi-
viduals a complete overview of loans and help
them to make a proper assessment of their
payment capacity.
9.
For the guides and brochures see
www.upc-bvk.be
.
>
Transparency
ADMISSIBLE COMPLAINTS PER THEME AS A %
(
SOURCE: OMBUDSFIN)
Accounts and deposits
Payments
Credits
Financial instruments
Miscellaneous
13.25
11.99
24.13
23.34
27.29
27.9%
of the complaints submitted by
privatepersons in2011at theMediation
Service dealt with financial instruments,
24.13%
with payments and 23.34%
with loans. Complaints often relate
to communication problems about
the product and the associated conse-
quences and execution modalities.