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Complaint Policy

Complaint Policy for Choice Collection Agency

Contact Details for Complaints

For any complaints, you can reach us via email or by sending a letter to the address provided below.

  • Email: info@choicecollectionagency.eu
  • Mailing Address:
  • Attn. Complaints
  • Westzijdsepad 3
  • 3194NC, Hoogvliet-Rotterdam
  • The Netherlands

Complaints Policy

General

We strive to provide high-quality services. However, it may occur that you are dissatisfied. If you have a complaint, we welcome your feedback and will handle your complaint with care. A complaint is defined as any formal expression of dissatisfaction regarding our work or services. This policy is established in accordance with Article 13(5) of the Quality of Debt Collection Services Act.

Objectives

This complaints policy aims to:

  • Ensure that all complaints are addressed promptly and fairly.
  • Improve our services based on feedback received from clients.
  • Maintain a transparent process for handling complaints.

Right to File a Complaint

Any individual has the right to file a complaint about our services. Complaints may concern the conduct of our staff or anyone acting under our responsibility. To ensure proper handling, complaints must be submitted in accordance with the procedure outlined in Section 4.

We are committed to ensuring proper handling and careful assessment of all complaints received. Our goal is to address any issues promptly and effectively.

Submission Procedure for Complaints

Complaints must be submitted in writing (in English), either through letters or emails. Oral complaints are not addressed under this policy.

To ensure that your submission is recognized as a formal complaint, please adhere to the following guidelines:

  • Subject Heading: Include the word "COMPLAINT" at the top of your letter or in the subject line of your email.
  • Personal Information: Provide your full name and address.
  • Date: Indicate the date of your submission.
  • Organization Name: Mention the organization name, if applicable.
  • Complaint Details: Include a clear description of the complaint and the conduct involved.
  • Issue Timeline: State the date or period when the issue occurred.
  • Supporting Documents: Attach any relevant supporting documents that can help in resolving the complaint.

Confirmation of Complaints

At our company, we prioritize customer feedback and concerns. All complaints are diligently registered to ensure a comprehensive response.

Within a maximum of two (2) working days, you will receive a written confirmation acknowledging the receipt and registration of your complaint. This process is part of our commitment to maintaining clear communication and providing exceptional service.

Complaint Handling Policy

At our organization, we prioritize effective complaint handling to ensure that all concerns are addressed promptly and fairly.

Deadlines for Complaint Handling

Complaints will be resolved within six (6) weeks of confirmation. This period may be extended once by up to six (6) weeks, provided that written notice is given. Further extensions will require the written consent of the complainant.

Termination of Complaint Handling

Complaint handling may be terminated under the following circumstances:

  • The issue has already been addressed in a previous complaint.
  • The conduct occurred more than six (6) months ago.
  • The matter has already been submitted to a court.
  • The complaint is deemed insufficiently serious.
  • The conduct is part of an ongoing investigation.

Resolution

You will receive a written explanation—this includes any email correspondence—of the findings and conclusions of our investigation. This will be presented in clear and understandable language to ensure that all aspects of your complaint are readily comprehensible.

Costs

We would like to assure you that you will not incur any costs related to the process of handling your complaint. Our aim is to provide a transparent and customer-friendly experience without additional financial burdens.

Data Retention Policy

We process your personal data to ensure proper handling of complaints. Any data related to complaints may be retained for a duration of two years from the date of receipt confirmation. This retention period allows us to effectively manage and resolve any issues that may arise.

This policy was adopted on 1 July 2025.