Complaints procedure

MaandlastenManager has drawn up a complaints procedure to ensure proper handling of complaints. A standard electronic complaint form is used that can be completed by the complainant. Announcements will often be made by MaandlastenManager by telephone or e-mail.

We like to handle complaints directly with our relations, especially if they can be resolved quickly and to their satisfaction (for example by telephone). In other cases, an electronic record of the complaint will have to be made.

Electronic complaints are recorded via the standard complaints form, stating the date of receipt. A similar electronic note is made of complaints expressed by telephone that cannot be resolved immediately. The note will include the following in addition to the date of the call:

• the name and contact details (email address and/or telephone number) of the caller;
• the name of the company, if any;
• the name of the recipient;
• a description of the complaint;
• a description of other relevant comments and agreements

If the complaint form is in a foreign language and a translation is necessary for proper handling of the complaint, the complainant must arrange for a translation.

Definition of complaint

A complaint within the meaning of these regulations is any electronically recorded and stated expression of dissatisfaction by a complainant with regard to treatment, treatment or performance of services by a person working at MaandlastenManager, which is experienced as incorrect.

Acknowledgment of receipt

Within a maximum of fourteen days after receipt of the complaint, MaandlastenManager will send the complainant a digital confirmation of receipt. This message states whether the complaint is admissible for handling. The confirmation of receipt, in the event that the complainant can be received in his complaint, will in any case contain the following information:

1. the date the complaint was received;
2. the period within which the complaint will be handled;
3. the name and telephone number of the person handling the complaint;
4. the reference to the website with the link to the complaints procedure.

No obligation to handle complaints

MaandlastenManager is not obliged to handle a complaint if:

• it relates to conduct about which a complaint has already been submitted and dealt with;
• that occurred more than six months before the complaint was filed;
  the interest of the complainant or the weight of the conduct is manifestly insufficient; or
• the complaint concerns the content, motivation, manner in which a decision was made or the lack of a decision by a Disputes Committee and/or external complaints committee, including decisions of a procedural nature taken in that context.

MaandlastenManager will notify the complainant as soon as possible of the failure to process a complaint, but no later than four weeks after receipt of the description of the complaint.

Handling

MaandlastenManager may request further information from the complainant or third parties in order to assess and/or settle the complaint. At each stage of the complaint handling, MaandlastenManager can check whether the complainant can be satisfied through an informal handling of his complaint. As soon as MaandlastenManager has addressed the complainant's complaint to the satisfaction of the complainant, the obligation to further apply this scheme will lapse.

Lead time

For a less complicated complaint, which does not require extensive investigation and does not require the involvement of external persons, a response is appropriate within a few days. The aim is to call the complainant within 48 hours. MaandlastenManager will respond to other complaints within four weeks of receiving a complaint with one of the following decisions:

a. the complaint is unfounded;
b. the complaint is fully or partially well-founded.

The decision and its consequences are motivated by the complaint handler and communicated to the complainant electronically or by telephone. If a complaint cannot be handled within four weeks, the complaint handler will inform the complainant of this with reasons, stating the period within which the complaint will be handled. The complaint handler will then inform the complainant within this specified period about how the complaint will be handled.

Closure of a complaint

A complaint will be closed if the complainant withdraws the complaint, after consultation with the complainant shows that the complainant no longer has a need for further handling of the complaint, or MaandlastenManager has handled the complaint and the decision and the consequences have been followed up. of them. If a complaint is not processed further, the complainant will be notified, stating the reasons.

Internal information and archiving

After handling the complaint, MaandlastenManager will retain the original complaint form and a copy of the electronic termination message for a period of seven years. Other documents will be destroyed. An overview is also kept of all complaints received.

Date of entry into force and publication

This regulation comes into effect on October 1, 2019 and can be referred to as the “MaandlastenManager Complaints Procedure”.

This complaints procedure is published on the MaandlastenManager website and can be offered to you electronically after you have requested it via the contact form below.

Version; 01022023 

Contact form

If you have a question about the above information, please use this form to let us know.