Complaints procedure

We aim to always help you to your satisfaction. If you have a complaint, you should first submit it to your contact person. If you feel that you cannot reach a satisfactory conclusion with your contact person, you can start an official complaints procedure.

What is a complaint and how can you submit one?
A complaint means any formal expression of dissatisfaction addressed to us. Always discuss any dissatisfaction you may have with your contact person first. If you cannot reach a satisfactory conclusion together, you can submit a complaint in writing addressed to the management of No Risk. You can do so by sending an email to info@norisk.eu.

What information do you need to provide?
In order to process a complaint, we need the following information:

• Your name, address and contact details.
• On what date the complaint arose.
• What the complaint is about (complaint description).

How are complaints handled?
After receiving the complaint, we appoint a complaints coordinator. This may be the management or a special committee. The complaint is never handled by the employee(s) directly involved in the case in question.

When will you receive an acknowledgement of receipt?
After sending the complaint, you will receive an acknowledgement of receipt within a maximum of 7 days. If you do not receive this, it may be that you entered an incorrect email address. In such cases, we will not be able to contact you by email. If you do not receive an acknowledgement of receipt, we recommend that you send another email or contact us by phone. 

When will your complaint be dealt with?
The internal handling of your complaint takes a maximum of 14 days from receipt of the complaint. Within 21 days of the acknowledgement of receipt, you will receive our final response: a written justification of the position taken. This deadline may be extended if more information is needed to assess and resolve the complaint. We will communicate this in a timely manner and request the necessary information from you. You will be given a reasonable time limit for replying and sending the required information. If the complaints committee declares the complaint unfounded, we will again point out the possible follow-up steps you can take.

Financial Services Ombudsman
Within three months of our final response, you can submit your complaint to the independent Financial Services Ombudsman. The Ombudsman is part of the Kifid, the Dutch Institute for Financial Disputes, and mediates between parties.

Disputes committee of the Kifid
If the Ombudsman's mediation does not lead to a satisfactory solution for you, you can submit the complaint to the Kifid Disputes Committee within three months of the Ombudsman's decision. Putting a dispute to the Disputes Committee costs €50, and if the Kifid has found the complaint unfounded, the costs are €100.

The Kifid affiliation number of No Risk is 300.012460.

The ruling of the Kifid is binding. This means that both parties must abide by the Kifid's ruling.

Appeals Board
If you do not accept the decision of the Arbitration Committee, you can put your complaint to the Appeals Board. This can only be done under certain conditions. You can find these on the Kifid website.

Going to Court
Are you still not satisfied with the rulings? You can then take your complaint to the civil courts.

The court does not re-evaluate the case, but conducts a limited review regarding the content and formation of the binding decision.