Complaints

Complaints procedure

We always do our utmost to provide you with the best possible service. If you are nevertheless dissatisfied with our advice or services, please let us know. On this page you can read how to submit a complaint and what you can expect from us.

Step 1: Submit your complaint

You can submit your complaint to us in writing:
- By email: info@apple-tree.nl
- By post: Apple Tree, Beethovenstraat 59-1, 1077 HN Amsterdam

Please include the following in your complaint:
- Your name, address and telephone number
- Your file or quotation number, if applicable
- A clear description of your complaint
- What you would like us to do to resolve the complaint

Step 2: We confirm receipt

Within 2 business days, you will receive confirmation that we have received your complaint. This confirmation will also state who is handling your complaint.

Step 3: We handle your complaint

We will investigate your complaint carefully and may contact you if we need further information. You will receive a full response by email or post within 2 weeks of receipt. If we are unable to respond within this period, we will inform you and let you know when you can expect our response. In any case, you will receive a full response within 8 weeks.

Step 4: Not satisfied? Contact Kifid

If you disagree with our response, or if you have not received a full response within 8 weeks, you can submit your complaint to the Dutch Financial Services Complaints Institute (Klachteninstituut Financiële Dienstverlening, Kifid). Please do so within three months of receiving our response.

Apple Tree (Oudedags Optimalisator B.V.) is a member of Kifid under number 300.000013 and accepts Kifid's decisions as binding.

Klachteninstituut Financiële Dienstverlening (Kifid)
Postbus 93257
2509 AG Den Haag
The Netherlands
www.kifid.nl