Complaints procedure
If, despite all our efforts to provide you with optimal service and support, you are not satisfied, you may let us know. We will do our utmost to respond adequately to your complaint within a reasonable period and thus demonstrate how much we value our relationship with you.
We define a complaint as follows:
Any expressed dissatisfaction relating to financial products or financial services which cannot be described as an easily resolved misunderstanding or lack of information between a (potential) customer and Bouwfonds Real Estate Investment Management B.V. (or one of its subsidiaries or participations).
Submitting a complaint
Complaints may be made by telephone or in writing to:
Bouwfonds REIM
Attn. Ms M. Rijnders
PO Box 15
3870 DA Hoevelaken
The Netherlands
Tel. +31 (0)33 750 4730
Confirmation of complaint receipt & response times
If you submit a complaint, you will receive written confirmation of receipt as soon as possible, along with information about the complaints procedure and possibilities to appeal (Financial Ombudsman/KIFID). You will also be informed about the time scale within which your complaint will be handled.
In general, simple complaints will be handled within 6 weeks, while a response to more complex complaints will be given within 3 months.
If these response times cannot be met, you will receive timely notification in writing, stating the reason for the delay and when you will receive a response. Decisions or undertakings by Bouwfonds REIM relating to complaints are only binding if and insofar these are confirmed in writing and signed for approval.
Financial Ombudsman
We do everything we can to handle your complaint to your satisfaction. However, if there continues to be a difference in opinion, you may lodge an appeal within 3 months of receiving the decision of your complaint to the Financial Services Complaints Tribunal (KIFID): KIFID, PO Box 93257, 2509 AG The Hague, telephone 0900-3552248.
Monitoring and control
Bouwfonds REIM has a compliance officer who monitors compliance with the complaints procedure. All the data related to handling your complaint will be kept for 5 years after the complaint has been resolved.