Complaints procedure

Introduction

Van den Bosch | Advies & Incasso strives to deliver careful and professional services. Nevertheless, differences of opinion or misunderstandings can always arise. We believe it is important that you are able to make your complaint or view known, so that we can learn from our approach and resolve any issues in the correct manner. We treat complaints in confidence.

Van den Bosch | Advies & Incasso is not registered in the debt collection services register (Justis). Our amicable B2B debt collection therefore falls outside the mandatory application of the Quality of Debt Collection Services Act (Wki) for registered agencies. We apply this complaints procedure as our own quality standard.

First step: contact the case handler

The first step is to report your complaint to the case handler. The case handler will assess whether your complaint can be accommodated and the matter resolved amicably.

Submitting a formal complaint

If in your view the complaint has not been handled satisfactorily, you may submit a formal complaint by e-mail to the management of Van den Bosch | Advies & Incasso at directie@adviesenincasso.nl.

The deadline for submitting a formal complaint is 6 months after the date on which the conduct occurred or became known.

What to include in your complaint letter

1. The file to which the complaint relates (file number and/or names of the parties)
2. Your name and address — if you are submitting a complaint on behalf of someone else, also the details of that person
3. A description of the complaint and why you disagree with the case handler's handling
4. What you would consider an appropriate resolution

What you cannot complain about

You may not submit a complaint about the conduct of our client, or about the amount or the underlying grounds of the claim. These matters do not arise from our services.

How we handle your complaint

Following our investigation, you will receive a preliminary response on which you may give your view. You will receive this in principle within 3 weeks. If more time is needed, we will notify you in good time; you will receive the preliminary response in any event within 6 weeks.

You must then submit your response to this preliminary response to us within 3 weeks. You too may, if necessary, request an additional 3 weeks.

After your written response, you will receive our final decision on your complaint within 3 weeks.

Disagreeing with the decision?

If, after the full procedure, you are still not satisfied with the handling of your complaint, you are free to initiate legal proceedings before the competent court.

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