Contact details
Watermolenweg 6B
4191 PN, Geldermalsen
contributie@nikki.nl
0345 - 745 980
Definitions and provisions
1. General
1.1 We do our best to provide a decent service. However, it is still possible that a complaint occurs. If you have a complaint about our services, please let us know. We will then deal with your complaint.
1.2 A complaint within the meaning of this complaints procedure includes any formal expression of dissatisfaction with our work and/or services.
1.3 This complaints procedure is a complaints procedure as required by article 13, paragraph 5 of the Collection Services Quality Act.
2. Objectives
The purpose of this complaints procedure is
- to offer an accessible option to deal with complaints;
- to increase the quality of our services.
3. Your right to file a complaint
3.1 Everyone has the right to file a complaint about how we have provided the service in the manner described in article 4 of this complaints procedure.
3.2 A complaint regarding the conduct of a person working for us, or who is otherwise under our responsibility, falls under this regulation.
3.3 This complaints procedure only applies to complaints submitted in the manner described in article 4.
3.4 We take care to provide proper treatment and a careful assessment of your complaint.
4. Submission method
4.1 You can submit your complaint in writing. Verbal complaints are not covered by this complaints and dispute resolution procedure. To recognize your complaint as such, in the case of a letter, include the word “COMPLAINT” at the top of the letter and, in the case of an e-mail, include the word “COMPLAINT” in the subject line of your email. In any case, the complaint contains the following information:
- Your full name;
- Your address details;
- A date;
- The name of your (organization if applicable);
- A clear description of the complaint and the conduct that led to the complaint;
- The date or time period in which the complaint occurred;
- All relevant documents.
4.2 Your complaint may include a proposal to deal with the complaint. We will consider such a proposal, but are not bound to go along with it.
4.3 The complaint must be worded in the Dutch language. If this is not the case, you should ensure that you offer a translation into Dutch.
4.4 Your complaint should be addressed to the contact details set out at the top of this complaints and dispute resolution procedure. We have the right not to deal with a complaint that has been submitted in another way. If a complaint has been filed orally or otherwise in an incorrect manner, we may point out the possibility to file a complaint under this complaints procedure.
5. Confirmation
5.1 We will register your complaint.
5.2 Within two (2) business days, you will receive written confirmation from us of the filing of your complaint and its registration.
6. Complaint handler
6.1 If the complaint relates to the conduct of an employee with an immediate supervisor, the complaint will be dealt with by this employee's immediate supervisor.
6.2 If the employee does not have a direct supervisor, the complaint will be dealt with by an employee other than the employee to whom the complaint relates.
6.3 Other complaints will be dealt with by a person appointed by us.
7. Time limits and cessation of further treatment
7.1 Within six (6) weeks of confirmation of receipt as referred to in article 5, your complaint will be dealt with.
7.2 This period can be extended once at any time for a maximum of four (4) weeks. You will be notified in writing of the extension.
7.3 Further extension of the period is only possible if we have obtained your written consent.
7.4 The complaint can be stopped if: - The complaint relates to conduct that was previously complained about and whose complaint has already been dealt with; - The complaint relates to conduct that took place longer than six (6) months ago; - The complaint has already been submitted to the opinion of a court - Your interest or weight of the conduct is clearly insufficient to deal with the complaint; - In this regard, an investigative investigation or prosecution is ongoing, or if the conduct is part of the investigation of a criminal offence and an investigation or prosecution is underway in that regard.
7.5 If the complaint is stopped, you will receive a written notification. 7.6 If we come to the conclusion that the complaint can still be dealt with informally, we will do so.
8. Complaint resolution
8.1 Handling your complaint means that we provide you with a motivated written notice (including by e-mail) of the findings of the investigation into your complaint and any conclusions that may be drawn from it.
8.2 The notice is worded in clear and understandable language.
9. Costs
9.1 You do not owe any compensation for any costs incurred in dealing with the complaint.
10. Dispute resolution via Incassoklacht.nl
10.1 If you are not satisfied with the handling of your complaint after processing your complaint, you have the option to file a complaint with Incassoklacht.nl. Incassoklacht.nl will handle the dispute on the basis of their dispute settlement.
11.1 Retention periods
11.1 For the purpose of properly handling complaints, we process your (personal) data. We have the right to keep all data related to a complaint for two years from the moment you are notified of receipt of your complaint.
12. NowID Foundation
12.1 This complaints procedure has been drawn up on the basis of the model complaints and dispute settlement by the NowID Foundation.
12.2 The NowID Foundation is a foundation that helps and supports collection service providers in complying with laws and regulations regarding collection services, including the Collection Services Quality Act (Wki). That is why the NowID Foundation will model complaints and dispute settlement continue to update and the NowID Foundation has the right to change the model. If a new model is published, the affiliated collection service provider has the right and also the obligation to use the latter model (found at www.nowid.org). For service providers who are not affiliated with the NowID Foundation, it is not allowed to use the model complaints and dispute settlement and any other models provided by the NowID Foundation.
12.3 In principle, the collection service provider has no right to independently change matters in this complaints and dispute settlement, as it is based on applicable laws and regulations and the regulation is updated on the basis of applicable laws and regulations. As of article 12, the collection service provider has been left free to add its own provisions specific to the collection service provider. It is not allowed to make changes elsewhere in the complaints and dispute regulations.
12.4 Any liability for adverse consequences of the use of this model by the NowID Foundation is excluded by the NowID Foundation. This regulation was adopted on 3 March 2025.
