We make every effort to provide you with the best possible service. Despite these efforts, mistakes are made that may leave you unsatisfied with our organization.

If this is the case, we would like to invite you to make this known to us. We assume that your complaint expresses a genuine and well-founded concern. We will therefore handle the complaint very seriously.

Often complaints are about misunderstandings that can be corrected by means of a good conversation. We therefore always handle the complaint internally first. If we cannot come to a solution together, you can always escalate the complaint to our with our Branch Association “BAFO”.

The procedure is as follows:

1. Fill in the complaint form
2. A complaints manager is appointed to handle your complaint
3. After a thorough investigation, the complaints manager comes with advice
4. If all parties involved agree with the advice, complaint is resolved
5. If not, the complaint can be escalated to the trade the association