We are happy to help you in the best possible way. This is why we do our utmost to arrange the administration and benefits of your pension as well as possible. But it may be that you are not satisfied with us.
How do you file a complaint?
The complaints procedure is explained in 3 steps. Click on the infographic below or read the three steps in the drop-down menu.
Step 1. Report your complaint
Are you dissatisfied? We are sorry to hear that. In order to help you in the best possible way, we would like you to report your complaint via
the complaint form. Please indicate the reason of your complaint as clearly as possible. Your complaint must be submitted within 2 months of the decision or reason for dissatisfaction.
Step 2. Handling your complaint
We will send you a confirmation receipt within 5 working days as soon as we have received your complaint. We will then process your complaint.
Step 3. You will receive our decision
You will receive an answer to your complaint within 2 weeks. You will receive our decision on your complaint in writing, with a explanation.
Do you disagree with our decision? Or do you still have complaints after our answer? Then you can appeal to the board of StiPP.
Appeal (escalated complaint)
You can appeal the decision on your complaint to the board of StiPP. At the appeal stage, your complaint has become an "escalated complaint".
Please note: the deadline for submitting a complaint to the board is within 6 weeks of the decision on your complaint from our customer service. Read the full complaints regulations carefully in advance.
The procedure for appealing can be found below. Click on the infographic or view the drop-down menu.
You can submit your complaint to the board in two ways:
Email
Include in this e-mail your name, address and why you do not agree with our answer to your complaint. You can send this e-mail to:
StiPP.Secretariaat@pggm.nlLetter
You can send a letter to the board:
Stichting Pensioenfonds voor Personeelsdiensten (StiPP)
Attn. Board support
P.O. Box 434
3700 AK Zeist
Handling your e-mail or letter
We will send you a confirmation receipt within 1 week. The board will then deal with your complaint. The board will make a decision within 8 weeks of receiving your email or letter. You will receive a written response to your complaint from the board.
If we can't figure it out together
Do you also disagree with the board's decision and have you gone through the entire complaints procedure ? In that case, you can submit your complaint to the Pensions Ombudsman in The Hague or the court.
Pensions Ombudsman
The Pensions Ombudsman is an independent institution. They handle complaints or disputes about the implementation of the pension regulations of pension providers in the Netherlands. The ombudsman always looks at what we and you have done to resolve the complaint. For a quick handling of your complaint, it is therefore wise to first report your complaint to StiPP.
Judge
You can also submit your complaint to the
civil court.
Please note: this is only possible if your complaint concerns a
substantive decision. If your complaint concerns a decision about the processing of personal data, you can submit a complaint to the
Dutch Data Protection Authority.