Complaints procedure

If you are not satisfied with our service, we would rather hear it today than next month. A complaint tells us something can be done better. On this page you can read how to submit a complaint, what you can expect from us, and where to go if we cannot resolve it together.

When to use this procedure

This procedure applies to everyone who deals with SOOF Finance. That means clients, applicants whose application we have declined, debtors of our clients, and accountants and advisers who contact us on a client's behalf.

If it concerns a misunderstanding or a practical question about your file, call your usual point of contact first. Many things are resolved in a single conversation. If that does not settle it, you submit a complaint.

How to submit a complaint

Send your complaint by email to jvanaalst@sooffactoring.nl, or by post to SOOF Finance B.V., Schuitegatstraat 37, 2225 MD Katwijk, the Netherlands. Put "complaint" in the subject line so that we route it correctly straight away.

Please include at least:

• your name, your company name and your contact details
• the file or client number, if you have one
• what your complaint is about, as specifically as possible
• what you think should happen
• any documents that support your complaint

What you can expect from us

Acknowledgement within 5 working days

We acknowledge receipt of your complaint within 5 working days. That acknowledgement states who is handling your complaint and how to reach them.

Handled by someone who was not involved

Your complaint is handled by someone who has not been involved in the matter. If your complaint concerns a member of staff, their manager handles the case.

A substantive answer within 4 weeks

Within 4 weeks of our acknowledgement you receive a written and reasoned answer. It sets out what we have investigated, what our conclusion is and what we will do, if anything.

If we need more time, for instance because we have to request information from a third party, we let you know within those 4 weeks. We then state a new deadline of at most 4 further weeks.

Recording and follow-up

We record every complaint and review periodically what we learn from them. That is the reason we want to hear them.

If we cannot resolve it together

If you disagree with our response, let us know. We will look at it again and give you a final position.

If you still disagree, or if we have not responded within the stated period, you can put your complaint to the Alternative Finance Complaints Desk of the Dutch Financial Services Complaints Institute (Kifid). Do so within one year of submitting the complaint to us. For the conditions and the current procedure, see kifid.nl.

You can also always put your dispute to the competent court. Which court that is, is set out in our general terms and conditions.

Complaints about your personal data

If your complaint concerns the way we handle your personal data, we deal with it under this procedure. If you cannot resolve it with us, you can go to the Dutch Data Protection Authority. How that works is set out in our privacy statement.

Contact

• Email: jvanaalst@sooffactoring.nl
• Telephone: +31 (0)6 51 950 524
• Post: SOOF Finance B.V., Schuitegatstraat 37, 2225 MD Katwijk, the Netherlands

Other contact details are on the contact page.