Our approach to complaints
We see a complaint as an opportunity to further improve our services.
We listen, take responsibility, and look for a suitable solution together.
How does the complaints procedure work?
1. Contact us
Let us know what you are experiencing. You can do this by phone, email, or in person.
2. We discuss the situation
We listen carefully and discuss what happened together.
3. Together we find a solution
We look together at what solution is appropriate and reasonable.
4. Formal handling if necessary
If we cannot reach a solution together, the formal complaints procedure follows.
Personal & respectful
Every complaint is treated seriously.
Confidential
All information remains confidential.
Quick to act
We respond as quickly as possible.
Improving together
Feedback helps us to continue improving our quality.
Contact
Do you have a complaint, question, or comment?
We are happy to help you personally.
Spiegelgracht 2a
1017 JR Amsterdam
Frequently Asked Questions
How do I submit a complaint?
You can contact us by phone, email, or in person. We always discuss your complaint directly with you first.
How long does it take to process my complaint?
We aim to handle complaints as quickly as possible. Depending on the situation, you will receive a response and a proposal for follow-up within a reasonable timeframe.
Am I required to submit my complaint in writing?
No. A complaint can also be reported verbally. When necessary, we will record the complaint in writing.
What happens to my complaint?
We investigate the situation carefully and look for a suitable solution together with you.
What if I am not satisfied with the solution?
If we cannot work it out together, you can make use of the formal complaints procedure.
Can someone else submit my complaint?
Yes, provided this person represents you and has permission to do so.
Formal complaints procedure
What happens if a complaint is not resolved internally?
When a complaint cannot be resolved through mutual consultation, it will be handled according to the formal complaints policy of CDF.
How is a formal complaint handled?
The complaint is registered, investigated, and handled in writing. The participant receives a reasoned response.
Within what timeframe is a complaint handled?
CDF aims to handle complaints within four weeks. If more time is needed, the participant will be informed.
Are complaints treated confidentially?
Yes. All complaints are treated strictly confidentially.
How long are complaints kept?
Complaint files are kept for a minimum of two years.
External confidential advisors
Independent support
If a complaint is not resolved to your satisfaction, you can contact an independent confidential advisor. This person is external to CDF and handles your report independently and confidentially.
Contact us for the contact details of the confidential advisors.