Report complaint

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

• Report complaint to Alpina
• Report complaint to Kifid

Filing a complaint

We constantly 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 that is the case, we would like to hear from you so that we can work together to resolve your complaint.

Within 5 working days of receiving your complaint, we will confirm in writing or by e-mail that your complaint has been received and processed. Should any information be missing in order to address your complaint, we will also request additional information from you within the aforementioned 5 business days.

We will ensure that your complaint is handled with care. We aim to resolve the complaint within 14 working days after the date of the confirmation of receipt. Should this not be possible, you will in any case receive notification of the state of affairs within the aforementioned period.

Should you unfortunately still be dissatisfied with the outcome of the complaint handling process, you can turn to the KiFiD (Financial Services Complaints Institute Foundation).

KiFiD

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

Civil court

You can also choose to have your complaint or dispute adjudicated by the court. Note: if the KiFiD has already issued a binding decision, you can no longer go to court. Will you go directly to court? Then you can't go to KiFiD after that. Going to court will cost you money. Mediation by the KiFiD is (mostly) free.

The KiFiD does not handle complaints from businesses. Are you a business customer of ours and do you have a complaint about our services? Then you can submit this complaint or dispute to the court.