Complaints procedure
Do you have a complaint about our services? Please let us know as soon as possible. We attach great importance to handling possible complaints about our services quickly and correctly. We want to provide you with the best possible service and your comments or remarks are also opportunities to improve ourselves.
Where can you go with your complaint?
A complaint can be submitted by a debtor, client or other interested party if they are dissatisfied with our services. Complaints can be submitted in writing or by email using the following contact details:
Address: Hanzeplein 11, 8017 JD, Zwolle
Email: Feedback@cmcww.com
Telephone number: 085-1305435
To register a complaint, it must contain at least the following information:
• Name, address and contact details of the complainant
• File or reference number (if applicable)
• A clear description of the complaint
• Any relevant documents or evidence
What can you expect from us?
Within two working days of receiving the complaint, we will send a written or electronic confirmation of receipt with:
• The name and contact details of the person handling the complaint
• An indication of the expected processing time
The complaint will be assessed objectively and impartially by an employee who is not directly involved in the matter. If necessary, additional information will be requested from the complainant or other parties involved. Within four weeks of receipt of the complaint, the complainant will receive a written response with: Our findings and conclusion and any measures taken or proposed to resolve the complaint
If it is not possible to provide a definitive answer within four weeks, the complainant will be informed of this with an explanation and an expected period for completion.
Are you unsatisfied with our response?
If the complainant is not satisfied with the handling of the complaint, he or she can appeal within four weeks of the decision. The appeal will be handled by a member of management or a board member. The complainant will receive a definitive decision within four weeks. If the complainant still believes that the complaint has not been handled satisfactorily, the complainant can contact the Kifid or another competent authority that supervises debt collection practices under the WKI.
For further questions about this complaints procedure, please contact us via Feedback@cmcww.com or 085-1305435.