Have a complaint? Here's how we handle it

File a complaint

If you believe that Teamenergy or an employee of Teamenergy is not complying with the terms and conditions, you may file a complaint. We ask that you submit your complaint in writing, explaining what went wrong. Please address your complaint to the management of Teamenergy:

• by mail: Teamenergy, Amersfoortsestraatweg 124, 1411 HJ Naarden;
• by email: klacht@Teamenergy.nl.

We will treat your complaint and your personal information confidentially. Our employees are bound by a duty of confidentiality and protect the privacy of everyone involved in the complaint. We require the same level of confidentiality from external parties.

How We Handle Your Complaint

You will receive confirmation by mail or email as soon as possible—and no later than 14 business days—that we have received your complaint.

We will review your complaint in light of our terms and conditions.

If the complaint involves an employee, both you and the employee will have the opportunity to be heard. This can be done separately or together.

If the complaint involves a member of management, we will refer it to an independent external firm that specializes in handling complaints. We will only do this if you agree. That firm will follow its own procedure and provide you and management with a binding recommendation.

You may have someone else assist you at your own expense. That person is also bound by the duty of confidentiality.

The Evaluation

Management aims to resolve your complaint within 4 weeks. If that is not possible, you will be notified as soon as possible and informed of the timeframe within which you can expect a decision.

After that, management will inform you and the employee in question of the outcome.

The result

You will be notified of the outcome in writing. A complaint can be resolved in three ways:

• resolved, following mediation;
• That's right, and then we'll explain what steps we're taking;
• Unfounded: The complaint does not concern our terms and conditions or is not sufficiently substantiated.

If it turns out th Teamenergy s responsible, we will use your complaint to make systemic improvements.

We document every complaint in a file and keep it for at least 1 year.

Occupation

If you disagree with the outcome, you can appeal to an independent third party. Please wait for our assessment first. The decision of that third party is binding. Teamenergy will comply with that decision and promptly address the consequences.

How long we retain your data

We retain data that can be used to identify you for up to 2 years after the complaint is closed. After that, we delete it.