Complaints Procedure
If we don't meet your expectations
It’s possible that Roling Advies B.V. isn’t meeting your expectations. We’re very sorry to hear that. Please let us know if this is the case. Roling Advies B.V. would be happy to discuss the matter with you to find a solution. You can reach us at 015-700 97 56 or info@rolingadvies.nl
If you send us an email, we kindly ask that you include the following information in your message:
Your name, address, email address, and phone number;
A description of your complaint;
An estimate of any damages you may have incurred (for example, please attach an invoice);
How do you think we can resolve your complaint to your satisfaction?
When can you expect a response?
We will contact you within 3 business days to confirm receipt of your complaint and to verify that we understand it correctly. We will also let you know when we expect to have resolved your complaint.
How do we handle your complaint?
We will carefully review your complaint and investigate what happened. We will assess your complaint fairly. If we conclude that we made mistakes, we’ll work with you to identify areas where we can improve and how we can ensure your satisfaction. You’ll receive a final response with a solution within a reasonable timeframe (no more than 4 weeks).
Are you satisfied with the solution provided?
Great. We're glad you're satisfied with the solution. You've helped us learn from any mistakes and work more effectively.
Not satisfied with the answer?
If, despite all our efforts, we have not yet been able to resolve your complaint to your satisfaction, you may contact the Financial Services Complaints Institute (Kifid) or file a claim in civil court. Roling Advies is registered with Kifid under number 300.018898.
Roling Advies does not consider a Kifid recommendation to be binding. Kifid will only handle your complaint if you are a client of Roling Advies and have first followed our complaint procedure. We assume that we can resolve your complaint together.