Complaints procedure
We always take great care to ensure the quality of our services and do our utmost to provide you with the best possible service. Nevertheless, it may happen that you are not completely satisfied. If so, we would like to hear from you because we always take complaints about our services very seriously.
Complaint reporting and handling
We strive to improve customer satisfaction and the quality of our services through thorough complaints handling. To this end, we follow the procedure below.
Filing a complaint
If you have a complaint, please send it by e-mail to [email protected].
Confirmation
Within 7 working days of receiving your complaint, we will confirm in writing that the complaint has been received and is being processed.
Complaint case file
A special complaint case file is created for each complaint.
Right of reply
If the complaint concerns persons working under our responsibility, we inform those involved of the complaint received and ask them to comment. A written summary is made of the reaction of those involved, this is added to the complaint case file once those involved have signed it.
Professional indemnity insurance
If the complaint could lead to an indemnity claim, our professional indemnity insurer is informed immediately. All further steps in handling the complaint then take place after consultation with the professional indemnity insurer.
Assessment
If assessment of your complaint is not possible due to missing information, you will be notified within 10 working days of receiving the complaint.
You will receive an explanation of our position within 1 month. Preferably, an attempt will be made to meet in person. If you do not want this, you will be informed of our opinion in writing. If the 1-month deadline cannot be met, you will be informed.
If you think that we have not responded adequately to your complaint or if you wish to submit your complaint to an official complaints institute after it has been processed, you can go to the Financial Services Complaints Institute (KiFiD). KiFiD’s details are given below.
Do you not want to use the services of KiFiD? Then you can also submit your complaint to the competent court.
KiFiD
Foundation Financial Services Complaints Institute (KiFiD)
PO Box 93257
2509 AG The Hague
Tel: 0900 – 355 22 48
[email protected]
www.kifid.nl
Our affiliation number is 300.003518.