Complaints procedure

How do we handle your complaint?
We aim to provide the highest possible level of service. If, for any reason, you are not entirely satisfied with our services, please let us know. Complaints provide valuable feedback and help us improve the quality of our service.

We take great care to maintain a high standard of service and always do our best to assist you. Even so, there may be times when you are not completely satisfied. If that happens, we would like to hear from you. By handling complaints properly and promptly, we aim to improve both customer satisfaction and the quality of our services.

Coordination and handling of complaints
We have appointed a complaints coordinator. Our complaints procedure sets out who is responsible for handling your complaint. Your complaint will not be handled by any employee who was directly involved in the matter concerned.

Acknowledgement
If you submit a complaint, we will acknowledge receipt within 2 working days.

Review of your complaint
We will send you a substantive response within 14 days, after which you will have the opportunity to respond. If you disagree with our response, you can let us know. Management will then make a final decision.

Next steps
Within three months of receiving our final response, you can refer your complaint to the Financial Services Complaints Institute (Kifid). If the dispute cannot be resolved satisfactorily through mediation by Kifid, you may be able to refer it to Kifid’s Disputes Committee. Subject to certain exceptions, the amount in dispute must be more than €100.00.

The Disputes Committee may issue either a binding or non-binding decision for both parties. If the decision is non-binding, you may also take the matter to court by starting legal proceedings. Please bear in mind that the costs involved can be significant.

Kifid contact details
Financial Services Complaints Institute (Kifid)
DNA Kifid registration number: 300.012460
PO Box 93257
2509 AG The Hague
Telephone: (070) 333 89 99
Website: www.kifid.nl