What to do in case of a complaint?

In the event of a complaint, the client must inform the Administrator as soon as possible. This can be done by contacting the contact person at the Administrator by phone, in writing, or by email. If the client is not satisfied with the handling of the complaint, the client can submit the complaint in writing to the attention of the Management of the Administrator.

Complaints Institute Financial Services

The Administrator is affiliated with the Foundation Complaints Institute Financial Services (KiFiD) as a financial enterprise. Anyone who believes that they have been directly affected by an action or omission of a financial enterprise in the context of services can submit a claim (request for compensation) to KiFiD. Previously, the Complaints Committee DSI handled such claims. This committee has merged into KiFiD.

The complaints procedure of KiFiD is strict and is described in two regulations. Based on this, it is stipulated that a written complaint can only be submitted to KiFiD after the internal complaints procedure of the relevant financial enterprise has been utilized. Before a client of the Administrator may submit a written complaint to KiFiD regarding the services of the Administrator, the relevant Client must first have presented the respective complaint to the Administrator. Only if subsequent discussions have not led to an agreement, which must be confirmed in writing, can the complaint be submitted to KiFiD.

The case will first be investigated by the Ombudsman of KiFiD. The Ombudsman will attempt to resolve the dispute through mediation. If that fails, the dispute will be handled by the Disputes Committee of KiFiD. The following deadlines apply for submitting a complaint:

• the complaint must be submitted to the Administrator within one year of the moment you became aware of the facts or could reasonably have been aware; and

• the complaint must be submitted to the Ombudsman of KiFiD within three months after no agreement has been reached with the Administrator.

These deadlines are strictly enforced. The client must pay a personal contribution regarding the handling of the complaint by KiFiD. For more information, see the KiFiD website (www.kifid.nl).