Complaints and disputes

Although we strive to provide you with optimal service and do our utmost to organise the administration and pension payments in the best way possible, sometimes things go wrong. We invite you to report any complaints you have. This helps us to improve our overall service level. For more information, please refer to our complaints and disputes settlement scheme (pdf) (in Dutch).

These are the steps. The order is important:

1. Forward the complaint to the pension provider (Achmea Pensioenservices) via Contact.
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 Geschilleninstantie Pensioenfondsen for advice. 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. Please visit www.geschilleninstantiepensioenfondsen.nl for more information and the contact details of the ‘Geschilleninstantie Pensioenfondsen’.
4. Not satisfied with the board's response? Or did you not get further with the advice? Then go to court.

Pensions Ombudsman
The Pensions Ombudsman has been included in the Pension Fund Code since 1 March 2016. The pension fund acknowledges the Pensions Ombudsman. You therefore have the option to submit your complaint or dispute to the Pensions Ombudsman, after you have gone through the complaint or dispute procedure at the Pension Fund. The Pensions Ombudsman deals with complaints and disputes concerning the implementation of the pension regulations by a pension provider.