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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

Choice Collection Agency is committed to delivering high‑quality services. However, if you are dissatisfied with any aspect of our work, we welcome your feedback. All complaints are handled with care, professionalism, and confidentiality.

A complaint is defined as any formal expression of dissatisfaction regarding our services or the conduct of individuals acting on our behalf. 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 all complaints are addressed promptly, fairly, and consistently

  • Improve our services through constructive feedback

  • Maintain a transparent and accessible complaint‑handling process

Right to File a Complaint

Any individual may file a complaint about our services or the conduct of our staff or representatives. To ensure proper handling, complaints must be submitted in accordance with the procedure outlined below.

We are committed to careful, timely, and effective assessment of every complaint received.

Submission Procedure for Complaints

Complaints must be submitted in writing and in English, either by email or postal mail. Oral complaints cannot be processed under this policy.

To ensure your submission is recognized as a formal complaint, please include:

  • Subject Heading: "COMPLAINT" at the top of your letter or in your email subject line

  • Personal Information: Your full name and address

  • Date: The date of submission

  • Organization Name: If applicable

  • Complaint Details: A clear description of the issue and the conduct involved

  • Timeline: The date or period when the issue occurred

  • Supporting Documents: Any relevant materials that may assist in resolving the complaint

Confirmation of Complaints

All complaints are formally registered. You will receive written confirmation of receipt within two (2) working days, acknowledging that your complaint has been logged.

Complaint Handling Policy

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

Complaint Handling Policy

We aim to resolve complaints 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) additional weeks, with written notice.

  • Any further extension requires the written consent of the complainant.

    • Resolution

    You will receive a written explanation of the findings and conclusions of our investigation. This may be provided by email or letter and will be written in clear, understandable language.

    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

    Personal data related to complaints is processed solely for the purpose of proper complaint handling. Such data may be retained for two (2) years from the date of receipt confirmation.

    This policy was adopted on 1 July 2025.