Our complaints and disputes procedure has been updated

You can read how we handle complaints in our complaints and disputes procedure. This procedure has changed.

Why has this procedure changed?
The new Future Pensions Act entered into force on 1 July 2023. This act contains provisions on complaints and disputes. Guidelines on how to handle complaints have also been established by the Federation of Dutch Pension Funds, which represents all pension funds. In addition, APF’s own experiences and areas for improvement have also been incorporated into the new complaints and disputes procedure.

What has changed in the procedure?
The definitions of a complaint and a dispute have been updated to reflect the act. Here, a distinction has been made between a complaint and an escalated complaint. It also specifies that a complaint may be submitted by telephone. This was already possible in practice. It has been more clearly indicated where you can go if you have a complaint or a dispute and what deadlines apply. The Future Pensions Act also specifies that a new national dispute settlement body will be formed. As of 1 January 2024, this body will be handling complaints for which members and pension funds are unable to reach an agreement. In such cases, members can request mediation (by the Pensions Ombudsman) or for binding or non-binding advice.

Not satisfied? Submit your complaint to us
If you are dissatisfied with our behaviour towards you or how we have handled your pension, this can understandably lead to frustration. We are happy to resolve the issue for you as soon as possible. That is why it is important for you to submit your complaint to us. This allows us to better understand the situation and to prevent it from happening again. If you submit a complaint to us, we will do our best to state as clearly as possible what you can expect from us. This could include, for example, a precise indication of when you will receive a response from us. For more information, please visit our updated klachten- en geschillenregeling (only in Dutch).