How does the Schadefonds deal with a complaint?

Once the Schadefonds has heard or received your complaint, if necessary and possible, you will be contacted by telephone. The reason is that during a (telephone) conversation, it is possible to understand each other better and possibly already settle the complaint.

Schadefonds might invite you to explain your complaint personally during a conversation via a secure video connection. If the complaint concerns an employee of the Schadefonds, that employee will also be given the opportunity to tell his or her side of the story.

The Schadefonds will respond to your complaint within six weeks, unless a different agreement has been made with you.