DNGB COMPLAINTS PROCEDURE

If you have a complaint about DNGB, a product, service or advisor, DNGB has an accessible procedure that aims to handle the complaint effectively. We define a complaint as:

"Any notification from a customer that shows that expectations were not met. The notification is not to be characterised as a misunderstanding or lack of information that can be quickly remedied. In view of the disappointment experienced by the customer, the notification merits handling at a higher level within DNGB"

Any complaints will be carefully investigated. The aim when handling a complaint is to resolve it to your and DNGB’s satisfaction. We will keep you informed of progress in the handling of the complaint.

THE PROCEDURE IS AS FOLLOWS

Complaints can be filed with DNGB by phone, in writing or by email. Upon receipt of the complaint, DNGB will determine the person responsible for its handling, hereinafter: "the complaints officer". The complaints officer is not the same person as the one who is in charge of the file to which your complaint pertains. The complaints officer will confirm in writing that your complaint is being handled and that you will receive a written response within six weeks (in the case of simple complaints) or three months (in the case of complex complaints) of receipt of your complaint. If it transpires that this period is not feasible, you will be duly informed in writing in a timely fashion, stating the reasons for the delay and the period within which a response will be given.

HANDLING COMPLAINTS

The complaints officer will examine the file to which your complaint pertains and will also gather all relevant information. The complaints officer may request further information from you. The complaints officer will evaluate the file, along with any further information obtained, and consider these in connection with your arguments. The file will be discussed with a DNGB manager to verify the complaints officer’s own interpretation (four-eyes principle). The complaints officer will then take a position and inform you in writing, stating reasons, about this position. If you do not agree with this position, you can file an objection (in writing) with the DNGB board within six weeks (calculated from the date of the response). You must clearly state in the notice of objection why you are not satisfied. The notice of objection must, at a minimum, state your personal details, your address, and the address of the property to which the ground lease contract pertains. The DNGB board aims to respond in writing as quickly as possible. You will receive a response within a deadline of six weeks.

CONFIDENTIALITY

Any person involved in the handling of the complaint, who thereby gains access to information that he knows or reasonably should know is confidential in nature, is obliged observe its confidentiality, except in so far as any statutory provision requires him to disclose or if a necessity to disclose ensues from his duty when implementing this chapter.

complaints form (PDF)