1. Complaint Procedure
Captin stands for high-quality services, a solid product offering and personal attention. Our goal is to inform you as well as possible in a personal and professional manner. However, if you are not satisfied, Captin considers it its duty to properly assess your complaint and to assist you in the best possible way.
1.1 To whom do I address my complaint or suggestion?
Are you dissatisfied with our services? Please let us know! We greatly value your complaint, question or suggestion. You can reach us by email at complaints@captin.nl.
1.2 How do I submit my complaint?
You can submit your complaint orally or in writing, preferably in writing with copies of all relevant documents. After all, well-documented complaints can be handled more quickly. You will receive an acknowledgment of receipt as soon as possible (within 2 weeks at the latest). This will inform you, among other things, when you can expect a response.
We aim to resolve every submitted complaint as soon as possible, but no later than 6 weeks after receipt. If this is not possible, we will inform you. The earlier you submit a complaint, the easier it is to trace the necessary information. You can submit your complaint within one year after the event you are complaining about occurred, or when you could reasonably have been aware of it.
1.3 I am not satisfied with the handling of my complaint. What now?
If you are not satisfied with the handling of your complaint, you can make this known in writing to the management of Captin. The management of Captin will inform you as soon as possible, but no later than 6 weeks, about a possible reconsideration of the handling.
This can be done by email at complaints@captin.nl or by post to:
Captin B.V.
Attn. the management
Keizersgracht 534-5
1017 EK AMSTERDAM – the Netherlands
1.4 Independent intermediation
Captin is affiliated with the Financial Services Complaints Institute (KiFiD). If you are dissatisfied with Captin’s written final position, you may submit this complaint to KiFiD within 3 months. You also have the right to submit the complaint to KiFiD if Captin does not respond to your complaint within 8 weeks.
1.5 Complaint retention period
Captin retains the data as described above for a period of at least one year after the complaint has been settled.