Complaints procedure
Not satisfied?
Not satisfied?
Let us know.
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).