It may be that you are not satisfied with our services. For example, about how we spoke to you or a decision we made concerning your pension. In such a case, you can file a complaint. You can find out how to do that on this page.
What is a complaint?
We treat any expression of dissatisfaction as a complaint. This is because we think it’s very important that you are heard. We will do our best to resolve your complaint as quickly and carefully as possible. We do this according to our complaints process. The steps in that process are listed below.
Step 1: You file a complaint
You can reach us in various ways to file a complaint. These possibilities are explained below.
- Send us an e-mail via the contact form or servicedesk@koopvaardij.nl
- We can also be reached on +31 (0)88 007 98 99 on Monday to Thursday, inclusive, from 8 a.m. to 5.30 p.m. and on Friday from 8 a.m. to 5 p.m.
- You can also send a letter to:
Stichting Bedrijfspensioenfonds voor de Koopvaardij
t.a.v. de klachtencoördinator
Postbus 97614
NL-2509 GA The Hague
To handle your complaint properly, it is important that you indicate at least the following:
- Your name
- Your address
- Your personal identification number. This is stated at the top of our letters.
- A description of your complaint. If you have evidence, please send it too.
Step 2: Our complaints handler answers your complaint
You will receive a confirmation of receipt from us within three working days of receiving your complaint. We will try to resolve your complaint as soon as possible. In any case, you will receive a written response from us within ten working days. For some complaints, we need longer than ten working days. For example, if we need additional information from you. Or if we find it necessary for you to explain your position in more detail. We will then give you a deadline by which you will receive our response.
Step 3: You disagree with our decision
If we can't reach agreement at the first attempt, please let us know. We will then reassess your situation and may ask you for additional information. In that case there are two possibilities:
- If we think that your complaint is justified, you will receive a letter, an e-mail, or we will call you to tell you how we will resolve your complaint.
- If we think that your complaint is not justified, you will receive a letter, an e-mail, or we will call you and clearly explain our reasons.
Step 4: You appeal to the board
If you continue to disagree with our response, you can appeal. How to file this appeal is explained in our letter. Our board will handle your appeal.
Remember: in some cases you cannot appeal to the board. In the letter we send you with our response to your complaint, we will state whether or not it is possible to appeal. If you cannot appeal, you can follow Step 5.
You will receive a written confirmation of receipt from us within ten working days of receiving your appeal. We will try to deal with your appeal within three months from the date of receipt. You will receive our decision via a letter.
Step 5: You submit your complaint to another body of authority
If we are not getting anywhere together, you can take your complaint to one of the following bodies:
Pensions Ombudsman
The Pensions Ombudsman will consider a complaint only if you have first filed a complaint with us. If you would you like to take your complaint to the Pensions Ombudsman, send your letter to:
Pensions Ombudsman
Postbus 93560
NL-2509 AN The Hague
www.ombudsmanpensioenen.nl
Civil court
For proceedings in a civil court, you have to pay. For more information, please visit the website of the civil court.
Dutch Data Protection Authority
If your complaint relates to the pension fund's actions in a conflict or possible conflict with the General Data Protection Regulation and/or the Dutch Pension Federation's Rules of Conduct for Personal Data Processing, you can take your complaint to the civil court or the Dutch Data Protection Authority. For more information about the Dutch Data Protection Authority, please visit the website of the Dutch Data Protection Authority(not available in English).
Contact us
Stichting Bedrijfspensioenfonds voor de Koopvaardij
Attn. Complaints Coordinator
Postbus 97614
2509 GA Den Haag
The Netherlands