Report complaint

Should you have a complaint about our office, our complaint procedure is as follows:

Filing a complaint

We are constantly committed to ensuring the quality of our services and do our very best to serve you as well as possible. However, there may be times when you are not entirely satisfied. In that case, we would like to hear from you so that we can work together to find a suitable solution.

Within 5 business days of receiving your complaint, we will confirm in writing or by email that we have received your complaint and are processing it. If any information is missing that is necessary to properly assess your complaint, we will request this additional information from you within this same timeframe.

We will handle your complaint with care and aim to resolve it within 14 business days of the date on the acknowledgment of receipt. If we are unable to reach a final decision within this timeframe, we will keep you informed of the progress in a timely manner.

KiFiD (Financial Services Complaints Institute)

If you are not satisfied with the outcome of the complaint resolution process and Kifid is authorized to handle your complaint, you may submit your complaint to Kifid within three months of receiving our final decision.

You can use the link below to check whether your complaint is eligible for review by Kifid:
https://www.kifid.nl/ik-heb-een-klacht/kan-kifid-mijn-klacht-behandelen/

The proceedings before Kifid are largely free of charge.

P.O. Box 93257
2509 AG The Hague
Tel: 070 - 333 89 99
consumenten@kifid.nl

The judge

You may also choose to bring your complaint or dispute before a court.

Notice:

• If Kifid has already issued a binding decision, you can no longer take the matter to court.
• If you go straight to court, you won't be able to file a claim with Kifid afterward.
• Legal proceedings involve costs.

Are you a business customer and do you have a complaint about our services? If so, you may bring your dispute before the competent court.