Complaints and disputes

Although we strive to provide you with the best possible service, and do our utmost to organise the administration and pension payments in the best possible way, things can sometimes go wrong. Please notify us if you have any complaints as this will help us to improve our services. The pension fund will handle your complaint in accordance with the complaints procedure (pdf) (only available in Dutch).

These are the steps
It's important to follow the steps in this order.

1. Forward the complaint to the pension provider (Achmea Pensioenservices) via the contact form or a letter.
2. Not satisfied with the answer from the pension provider? Pass the complaint on to the board of the pension fund.
3. Not satisfied with the board's response? Please forward the complaint to the Pension Funds Disputes Body (Geschilleninstantie Pensioenfondsen) for advice.
4. Not satisfied with the board's response? Or did you not get further with the advice? Then go to court.

What can you do if you are not satisfied with the resolution of your complaint?
Have we not provided a solution to your complaint within 12 weeks or do you disagree with the outcome? Then there is a dispute. To this end, you can request mediation or a ruling from the Pension Funds Disputes Body (Geschilleninstantie Pensioenfondsen). Please visit geschilleninstantiepensioenfondsen.nl for more information and the contact details of the Pension Funds Disputes Body.