What is the purpose of our grievance procedure?

Our complaints procedure is designed to address your feedback in a serious and structured manner. We want to respond quickly and clearly to your complaint and, where possible, reach a solution that you are comfortable with.

With your complaint, we can:

  • Get clarity on your situation faster
  • Improve our services
  • Preventing the same problem from recurring

How can you file a complaint?

Are you dissatisfied and want to file a complaint? Then we ask you to do so in writing. That way we can assess your complaint fully and carefully.

Include in your complaint at least:

  • The case number of your case
  • Your company name (if applicable)
  • Your full name
  • Your address and contact information (phone number and email address)
  • A clear description of your complaint
  • Any attachments that clarify your complaint

Preferably submit your complaint digitally. You can e-mail your complaint to info@credifin-nederland.nl. Describe your complaint as clearly and concisely as possible. That helps us to give you a good answer faster.

How is your complaint handled?

As soon as we receive your complaint, we start treatment immediately.

This is what you can expect from us:

  • You will receive written confirmation of your complaint within 2 business days
  • We handle your complaint entirely in writing so that everything is clearly recorded
  • We strive to resolve your complaint within 14 business days
  • You will be kept informed of progress by email

Our response will tell you whether we think your complaint is justified or not. If your complaint is valid, we will explain what steps we are taking to solve the problem. If we find the complaint unfounded, we will clearly state our reasons and indicate the next steps you can take.

We carefully record every complaint, including the outcome. This way we learn from each situation and can continuously improve our services.

Not satisfied with the handling?

Do you disagree with the way your complaint was handled? Please let us know first. We will be happy to check with you again to see if we can come to a solution together.

Do you continue to disagree with the outcome after our response? Then you can turn to the Financial Services Complaints Institute (Kifid). We advise you to check with Kifid whether your complaint falls under their jurisdiction and how you can submit your complaint there.