Make a complaint
Something went wrong, and we would rather hear it from you than not hear it at all.
What a complaint can be about
A decision on a claim, the way a claim was handled, or the way you were treated. Tell us what went wrong in your own words. It does not have to be long, and it does not have to be written in legal language.
Where to send it
Complaints mailbox
complaints@noorderdijk.example
Put your policy reference at the top of the message.
A complaint can also be sent by post, to the address on the contact page.
What happens next
Receipt of a complaint is confirmed in writing within five working days.
The complaint is read by someone who did not take the decision it is about, and the reply goes by email to the address you write from. A complaint is answered within six weeks, counted from the day it arrives in the complaints mailbox.
Where an answer needs longer than six weeks, a letter goes out before the six weeks are up saying why, and when the answer will follow.
If the answer does not settle it
Write back and ask for the complaints manager to look at it again.
If that does not settle it either, the complaint can be taken to an independent body outside the company. The answer names it, says where to send the complaint, and says how long you have. Going to court stays open at any point.