Complaints procedure
Not satisfied?
Not satisfied?
Let us know.
This translation is provided for informational purposes only. In the event of any discrepancies between this translation and the Dutch version, the Dutch version shall prevail.
You'll receive a substantive response from us within 14 days.
What happens after you submit?
- Within 3 business days you receive an acknowledgement of receipt
- A substantive response within 14 days
- Complex complaints: up to 30 days, with an interim update
- Your complaint is recorded and handled confidentially
External dispute resolution
If we can't resolve it together, you can file a complaint with:
- ACM ConsuWijzer — for consumers: consuwijzer.nl
- European ODR platform — for online disputes: ec.europa.eu/consumers/odr
- Autoriteit Persoonsgegevens — for GDPR-related complaints: autoriteitpersoonsgegevens.nl
Complaint data is retained in accordance with our privacy statement (a maximum of 24 months, unless a statutory retention obligation requires longer).