We aim to serve you as well as possible. Still, it may happen that you are not satisfied, for example with our services or with how we apply the pension scheme. If that happens, please contact us. This allows us to help you, and at the same time you help us improve our services. You can call, email, or write to us.
Within two weeks after receiving your complaint, we will send a written confirmation of receipt. Within four weeks after receiving your complaint, we will send a written reply. If needed, we may request additional information to properly assess your complaint. The handling period will be extended by the time it takes for us to receive the requested information from you. If you are not satisfied with how your complaint has been handled, you may submit it to our complaints committee within three weeks.
If you are not satisfied with how your complaint was handled
If you are not satisfied with how we handled your complaint, you can file an objection with the complaints committee. From the moment we issue our decision, you have three weeks to submit your objection. You can do this by sending an email or letter to the complaints committee of our pension fund. You can reach the committee via secretariaat@hnpf.nl or by mail at:
The Dutch Pension Fund
Attn. Complaints Committee
Prins Mauritslaan 3
1171 LP Badhoevedorp
When will you receive a response from the complaints committee?
The complaints committee sends a confirmation of receipt within five working days. Within four weeks after receiving your objection, the committee issues its judgment on your complaint.
The committee’s judgment is a strongly weighted recommendation to our board. The board then makes a final decision within one week. It is not possible to submit further objections within The Dutch Pension Fund against the board’s final decision.
If you disagree with the board’s final decision
You can submit your complaint to an external body.
You may submit your complaint to the court. Please be aware that this may involve costs.
You may also submit your complaint to the Pension Funds Dispute Resolution Authority (GIP). This is free of charge. The GIP is the official government-designated dispute resolution body for pension funds. Before the GIP can handle your case, the internal complaints procedure must be fully completed. You can read more at geschilleninstantiepensioenfondsen.nl.
If your complaint concerns the processing of your personal data, you must also first follow our internal complaints procedure. If you are not satisfied with the outcome, you can submit your complaint to the Data Protection Authority. You can do this online via www.autoriteitpersoonsgegevens.nl.
