Not satisfied? Let us know

Are you unhappy with our service, a letter, an employee, the handling of your file or a decision? Let us know. We take every expression of dissatisfaction seriously, even if you don’t use the word ‘complaint’. Filing a complaint is free of charge.

Fill in the complaint form

See all ways to file a complaint

How can you file a complaint?

Choose the way that suits you best. All channels are equal: we always register your complaint and confirm receipt within two working days.

Online form

Fill in the complaint form on this page. You will get a reference number right away.

To the form →

By email

Send your complaint to the Complaints Team.

klachtenteam@vestingfinance.nl

By post

Vesting Finance, attn. Complaints Team, Postbus 2178, 3800 CD Amersfoort, the Netherlands.

By phone

Tell us you want to file a complaint. Available on weekdays from 08:30 to 17:00.

See our phone numbers →

Via chat

Start a conversation with one of our staff and have your complaint registered.

Start a chat →

Through a representative

Someone else may file the complaint on your behalf. We only ask for an authorisation later if it is needed.

Where possible, include your name, contact details, file or contract number, what you are unhappy about and what you think would be a fair solution. Don’t have a file or contract number, or having trouble filling it in? Contact us and we will help you.

File your complaint online

Describe what you are unhappy about. We use your details to register, investigate and respond to your complaint. Fields marked with * are required.

1. Personal details

Who are you filing the complaint for? *

For myselfOn behalf of someone else

Initials

Name prefix

Last name *

File number or contract number (optional)

Have the number to hand? Then we can link your complaint to your file faster. You can continue without it.

2. How can we reach you?

How can we reach you? *

Email address *

Phone number

3. Your complaint

What is your complaint about? *

What are you unhappy about? *

0 / 4000

What would be a fair solution for you?

0 / 2000

4. Attachments

Add attachments

Only add documents that are needed to investigate your complaint. Permitted file types and maximum size are listed here.

Upload

Uploading...

fileuploaded.jpg

Upload failed. Max size for files is 10 MB.

We use your details to register, investigate and respond to your complaint and to meet our legal obligations. Read our privacy statement to see how we handle your personal data. Never share passwords, PIN codes or full card details.

Clear form

We have received your complaint.

Within two working days you will receive a written confirmation of receipt with your reference number.

Something went wrong while sending.

Your input has been kept. Please try again, or send your complaint by email to klachtenteam@vestingfinance.nl.

What happens next?

1
Confirmation of receipt
Within two working days you will receive written confirmation that we have received your complaint, with a reference number.
2
Investigation
A member of the Complaints Team reviews your complaint. If a conversation would help, we will contact you.
3
Response
You will receive a response to your complaint within ten working days at the latest.
4
Complaint about a BKR registration
Is your complaint about a BKR registration? Then more investigation is needed and you will receive a response within twenty working days at the latest.
5
Final position and follow-up
You will receive a clear explanation of our investigation, our conclusion and the solution. After that we will call you once more to hear whether you are satisfied with how it was handled.

Not a complaint?

Do you have a question or request and are you not unhappy with our service?

Go to our contact form →

Not satisfied with our final response?

Our final position states which further options apply to you. You always go through our internal complaints procedure first.

Your complaint helps us improve

We use complaints to keep improving our service and to make our processes more customer-focused.

Good to know

Complaint and objection

You don’t have to work out which route applies. Does your message contain both a complaint and an objection, a BKR request or a privacy request? Then we register each part with the right specialist and handle all of them.

What happens to your file?

A complaint does not automatically pause all activity on your file. We do assess straight away whether there could be incorrect or irreversible harm, and act on that.