EN
NL
At Collection Company, we are committed to providing you with the best possible service in collecting outstanding claims. We strive for a professional and efficient approach, but it may happen that you are not completely satisfied with our services.
In that case, we would love to hear from you. Our complaints procedure ensures that your complaint is handled in a structured manner so that we can work together to find a suitable solution.
Below, you will find information on how to submit a complaint and what you can expect from us.
Contact details complaints
Letter
Attn: Collection Company
Koninginnegracht 14c
2514 AA Den Haag
The Netherlands
1. General provisions
1.1 We strive to provide proper service. However, it is possible that a complaint arises. If you have a complaint about our services, we welcome your feedback. We will process your complaint accordingly.
1.2 A complaint, as defined in this scheme, refers to any formal expression of dissatisfaction regarding our work and/or services.
1.3 This complaints scheme is established in compliance with Article 13, Paragraph 5 of the Wet kwaliteit incassodienstverlening.
2. Objectives
The objectives of this complaints scheme are:
- To offer an accessible means for resolving complaints.
- To improve the quality of our services.
3. Your right to file a complaint
3.1 Everyone has the right to file a complaint regarding how we have provided services, as described in Article 4 of this complaints scheme.
3.2 A complaint related to the behavior of an individual working for us, or otherwise under our responsibility, is covered under this scheme.
3.3 This complaints scheme applies only to complaints submitted in the manner described in Article 4.
3.4 We ensure proper handling and careful consideration of your complaint.
4. Submission method
4.1 You can submit your complaint in writing. Oral complaints are not covered by this complaints and dispute resolution scheme. To ensure your complaint is recognized, please include the term ‘KLACHT’ at the top of your letter or in the subject line of your email. Your complaint should include the following information:
- Your full name;
- Your address;
- The date of submission;
- Your (organization’s) name, if applicable;
- A clear description of the complaint and the behavior leading to it;
- The date or time period during which the complaint occurred;
- All relevant documents.
4.2 Your complaint may include a proposed resolution. We will consider such a proposal but are not obligated to agree to it.
4.3 The complaint must be written in Dutch. If not, you must provide a Dutch translation.
4.4 Address your complaint to the contact details listed at the top of this complaints and dispute resolution scheme. We reserve the right not to process complaints submitted in other ways. If a complaint is submitted orally or otherwise incorrectly, we may inform you of the proper procedure.
5. Confirmation
5.1 We will register your complaint.
5.2 Within two (2) business days, you will receive written confirmation of the submission and registration of your complaint.
6. Complaint handler
6.1 If the complaint concerns the behavior of an employee with a direct supervisor, it will be handled by that supervisor.
6.2 If the employee has no direct supervisor, another employee not involved in the complaint will handle it.
6.3 Other complaints will be handled by a person designated by us.
7. Deadlines and suspension of further processing
7.1 Your complaint will be resolved within six (6) weeks of the confirmation of receipt, as outlined in Article 5.
7.2 This period may be extended once by a maximum of six (6) weeks, with written notice provided to you.
7.3 Further extensions require your written consent.
7.4 Processing of the complaint may be suspended in cases where:
- The complaint concerns a matter previously addressed and resolved.
- The complaint concerns behavior occurring more than six (6) months ago.
- The matter has already been presented to a judicial authority.
- The issue lacks sufficient significance to warrant processing.
- There is an ongoing investigation or prosecution, or the matter is part of a criminal investigation.
7.5 If processing is suspended, you will be informed in writing.
7.6 If we determine the complaint can be resolved informally, we will do so.
8. Complaint resolution
8.1 Resolving your complaint involves providing you with a written (including email) statement of our findings from the investigation and any conclusions drawn.
8.2 This statement will be written in clear and understandable language.
9. Costs
9.1 You are not required to reimburse any costs incurred in the handling of your complaint.
10. Data retention period
10.1 To facilitate proper complaint handling, we process your (personal) data. We reserve the right to retain all data related to a complaint for two years from the date of acknowledgment of receipt of your complaint.
These guidelines were established on February 21, 2025.
