Complaint Procedure
Unexpected complaint?
You may submit your complaint verbally or in writing, by mail or e-mail, to (the employee(s) of) the VLIEG Advisory Group.
How does it work?
You will receive written confirmation of the receipt of the complaint from us within five working days of receipt. This will include an indication, if necessary, of whether and if so what – additional – information we still need from you. Within three weeks of receiving the (written) complaint, you will receive a response from us. As a result, one or more personal or written consultations or further information may be necessary. If agreement can be reached on the solution offered, we will ensure its implementation as soon as possible.
The VLIEG Advisory Group records all complaints received in a central system. Annually, we notify the Financial Markets Authority (AFM) of the number of complaints received and handled regarding our financial services.
Our NVM brokers are certified and affiliated with KEMA Quality B.V. (Keurmerk). Each certificate holder is obliged to report in writing to KEMA Quality B.V. any complaint made against him or her.
No agreement...
If agreement cannot be reached on the resolution of your complaint, you may, if you wish, submit it in writing to one of the independent complaints bodies listed below. You can also turn to the civil courts.
If your complaint concerns our financial services, the Financial Services Complaints Institute (Kifid) is the organization to which you can submit your complaint. We are registered with Kifid under number 300.002353. We have conformed to the binding nature of the rulings of the Kifid Disputes Committee. Information about the complaint institute can be found on website www.kifid.nl.
The Kifid can also be reached at the following mailing address:
Kifid
P.O. Box 93257
2509 AG The Hague
If you are not satisfied with the broker’s handling of your complaint, you can submit the complaint in writing to NVM – Consumer Information. They will only inform you, not judge you. Correspondence can be addressed to:
NVM Consumer Information Department
P.O. Box 2222
3430 DC Nieuwegein
Because we are affiliated with the NVM, you can also submit your complaint to the Estate Agency Disputes Committee. At this committee, you can easily get an independent and binding ruling on financial disputes. The committee can be reached at the following mailing address:
Arbitration Board for Real Estate
P.O. Box 90600
2509 LP The Hague
You can find information about NVM – Consumer Information and the Real Estate Disputes Committee on the NVM website www.nvm.nl.
Contact details VLIEG Headquarters
Ruby Street 7
1812 RB Alkmaar
Monday through Friday
9:00 a.m. to 5:30 p.m.
Out of office hours by appointment
