You are not satisfied. What happens next?
We strive to provide high-quality service and personal attention. Are you nevertheless unsatisfied? Please let us know. We value your complaint, question or suggestion and will gladly work with you to find a solution.
Complaints about discrimination
How to submit a complaint
For complaints about other business units or Van Lanschot Kempen NV as a whole, please see the information below:
You can submit a complaint about Van Lanschot Kempen NV in writing or by email to your account manager, the management or to the address below.
Van Lanschot Kempen NV
Postbus 75666
1070 AR Amsterdam
The Netherlands
If you qualify as a retail investor and your complaint is not satisfactorily resolved by us, you may submit your complaint to the Financial Services Complaints Board (Stichting Klachteninstituut Financiële Dienstverlening - KiFiD). This independent organization is established to handle consumer complaints about financial services. You must submit the complaint to KiFiD within one year after submitting the complaint to us or within three months after you received our response to your complaint. The longest term of these two terms is applicable.
You may submit the complaint directly to KiFiD if you did not receive a response within six weeks after the date of the acknowledgement of receipt, or if you did not receive an acknowledgement of receipt within eight weeks after the date of filing the complaint. If we, while handling the complaint, requests additional information from you, the aforementioned periods shall be extended by a period equal to the period in which you provide this information to us.
The Ombudsman of KiFiD will examine if he can mediate between you and us. If this is not possible, you can submit your complaint within three months after the recommendation of the Ombudsman to the Disputes Committee of KiFiD. For more information, please refer to www.kifid.nl
The address of KiFiD is:
Postbus 93257
2509 AG The Hague
The Netherlands
You may also submit the complaint to the competent civil court. If the complaint is dealt with by the civil court, KiFiD is no longer competent to deal with the complaint. The civil court remains competent if the complaint is brought to KiFiD first.