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Complaints procedure

ArboNed aims to deliver the best service possible. Relevant factors include content, reachability, how quickly the work is performed, how well customers are treated and the provision of information. If you are unsatisfied about the level of our service as an employer or employee, you can submit a complaint by using the digital complaints form.

We also ask you to use this form if you want to make a compliment or object to an invoice you have received.

The procedure

ArboNed regards complaints as an opportunity to improve the quality of its services, so that we can advise you better as a customer. In order to assure you that your complaint will be properly handled, ArboNed has a clear complaints procedure. We consider it important that you are able to raise your complaint.

We treat any expression of dissatisfaction with our services that cannot be resolved by means of a simple explanation or immediate correction as a complaint.

1. Submit complaint

You can submit your complaint by using the digital complaints form. You will receive confirmation of receipt within five working days. If a complaint is submitted on behalf of an employer or an employee, we also request that you provide an authorisation signed by the person who wishes to make the complaint.

2. Complaint is addressed

The complaint will be investigated by the responsible official of the relevant region. If the responsible official has questions or requires clarification, he/she will contact you. He/she will also ask the person/persons involved within ArboNed for their opinions.

3. Verdict

Based on the information gathered, a verdict will be reached. You will receive a written reply from the responsible official within one month of receipt of the complaint. In it, he/she will detail the proposed solution(s) or the measure(s) to be taken.

4. Disagree with the verdict?

If you are not in agreement with the verdict, you can submit a written objection to the management of ArboNed in Utrecht within one month of the verdict. You will be invited to explain your objection. Within a further month, you will then receive written notification of the verdict from the complaints manager.

Exceptions

Three situations are excepted from the complaints procedure:

  • If you are dissatisfied about a recommendation by the company doctor and/or another expert brought in by the company doctor. In such cases, you can ask for an expert opinion from UWV and the complaint is deemed inadmissible.
  • A claim relating to financial damage you believe you have incurred due to the actions of ArboNed. In such cases, you can send a claim for liability to the ArboNed Legal Affairs departments, juristen@arboned.nl.
  • Questions or comments about an invoice. In such cases, you can contact the Accounts Receivable department, debiteurenbeheer@arboned.nl.

Contact
Zwarte Woud 10
3524 SJ Utrecht
Postbus 85091
3508 AB Utrecht
klachten@arboned.nl

Do you have questions or do you want to make an appointment?

We are happy to help you.

Call us

+31 30 299 6444

Monday till Friday 08:00 till 5:30 pm.

We will answer you within 24 hours.