Do you have a complaint?
Are you dissatisfied with our service? Tell us what happened and what you would like to discuss. A clear description helps us understand your complaint and the next steps you are seeking.
Submitting your complaint to RFD
Send your complaint to contact@rosofd.nl or by letter to Roso Financiële Diensten B.V., Poststraat 1, 6135 KR Sittard. You can also call 085 - 400 76 46 to discuss how to submit it. State that you are making a complaint and how we can reach you. Submitting a complaint through this route does not mean that its substance or a desired outcome has already been established.
Which information helps?
Describe the service or event your complaint concerns, what you believe went wrong and what you would like discussed or resolved. Mention relevant dates or earlier contact if helpful. A clear outline of the facts is often more useful than a complete file in the first message.
- Your name and a way to contact you.
- The subject and event you are complaining about.
- Relevant dates or earlier contact.
- The question or solution you would like to discuss.
Attachments and confidentiality
Do not send an identity document, medical information or an unnecessarily complete financial file by general email. If documents are needed to discuss your complaint, we agree which information is relevant and how you can provide it. You can also ask a privacy question using these contact details. The privacy page explains your rights and who to contact.
Handling your complaint and further options
Ask for clarity about the next steps and the procedure that applies to your complaint. Keep your own correspondence and agreements. If you remain dissatisfied after discussing your complaint, ask which further options apply to your situation. An external complaints or dispute resolution route has its own conditions; the appropriate route must be established for the specific complaint.
A complaint is different from reporting a claim
To report an insured event, use the online claims reporting service. If you are dissatisfied with the service or the handling of a case, identify this separately as a complaint. Compensation, a liability question or a product decision may be the responsibility of another party. Describe clearly what you are dissatisfied with.
Frequently asked questions
Where do I send my complaint?
To contact@rosofd.nl or by letter to Roso Financiële Diensten B.V., Poststraat 1, 6135 KR Sittard. State that you are making a complaint and how we can reach you.
Do I need to send all documents straight away?
No. Start with the facts and your question. Agree which additional documents are needed and how you can provide confidential information securely.
Is a complaint the same as reporting a claim?
No. Reporting a claim notifies an insured event. A complaint concerns your dissatisfaction with, for example, the service or handling of a case; identify the subject clearly.
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What would you like to discuss?
Have a question about your mortgage, insurance or finance? We are happy to help.