As part of our commitment to high-quality service, we have an improvement and complaints procedure. If you are dissatisfied with our services or have suggestions for improvements, please let us know. You can send your complaint or suggestion to:
5BAR Assurance B.V.
Improvements and Complaints
Van Deventerlaan 31-51
3528 AG Utrecht
You can also send an email to firstname.lastname@example.org or use the contact form.
The reports are treated confidentially, taking into account the protection of personal data.
The complainant will receive a confirmation of receipt and information about the further complaint handling procedure within one week of receipt of the complaint. Consultations are held with the complainant within two weeks of receipt of a complaint. This consultation serves, among other things, to determine whether the complaint can be settled through mediation and to determine to what extent the complaint qualifies for further treatment. If this consultation leads to a suitable solution for the complainant, the complaint will be considered settled. The complainant and the person against whom the complaint is directed will be informed about this in writing.
In cases where consultation or mediation does not lead to a suitable solution for the complainant, the handling of the complaint will be continued. The management will initiate a further investigation into the complaint and, depending on the nature of the complaint, engage the necessary experts. The management will communicate its findings to the complainant in writing and with reasons within 8 weeks of receipt of the complaint.
Since we take the quality of our services seriously and are constantly looking for improvements, we also have a procedure for suggestions for possible improvements to our services. Within a week, the reporter will receive a confirmation of receipt and will be contacted to discuss to what extent the suggestion can help to improve 5BAR Assurance’s services. After this consultation, the reporter will be informed of how the suggestion has been evaluated and has led or will lead to an adjustment of the service.