EN
NL
Debt collection requires diligence and commitment, and every day, Collection Company strives to carry out this task with the utmost care and professionalism. However, should there be any dissatisfaction with our services, we encourage you to share your feedback with us. Below, you will find our complaints procedure.
Our complaints procedure is designed to facilitate a structured approach to handling your concerns and to ensure a resolution that meets your expectations.
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. Dispute Resolution via Incassoklacht.nl
10.1 If you are dissatisfied with how your complaint was handled, you may submit it to Incassoklacht.nl. They will process the dispute under their dispute resolution scheme.
11. Data Retention Period
11.1 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.
12. Stichting Now ID
12.1 This complaints scheme is based on the model complaints and dispute resolution scheme of Stichting Now ID.
12.2 Stichting Now ID is an organization supporting collection service providers in complying with laws and regulations, including the Wet kwaliteit incassodienstverlening (Wki). Stichting Now ID will continue updating this model and reserves the right to modify it. If a new model is published, affiliated collection service providers are required to adopt it (available at www.nowid.org). Unaffiliated service providers are not permitted to use this or any other models provided by Stichting Now ID.
12.3 Service providers generally have no right to independently modify provisions of this scheme, as it is based on applicable laws and regulations. From Article 12 onward, service providers may include provisions specific to their organization. Modifications elsewhere in the scheme are not allowed.
12.4 Stichting Now ID excludes all liability for adverse consequences arising from the use of this model.
These guidelines was established on June 27, 2024.
