Complaint

Arranging a mortgage or insurance involves many steps. A small mistake can have major consequences. That's why we pay close attention to the quality of our service. But something can always go wrong. We therefore ask for your cooperation: let us know if something isn't right. Then we'll resolve it.

If you're not satisfied with our service, we'd like to hear about it. Preferably by phone, as we may be able to resolve it right away: 06 - 1093 2010

If you have a formal complaint, send an email to: klacht@hanno.nl.

In your email, include:

• Name, address and phone number
• Your complaint with a description of the situation
• How you think we can resolve your complaint to your satisfaction

We'll contact you by phone within five working days. We can then confirm that we've received your complaint and check with you that we understand it correctly. After this call, you'll receive a confirmation by email.

After that, we'll investigate what happened. If we conclude that we've made mistakes, we'll do our utmost to resolve this to your satisfaction as quickly as possible. We're confident we'll work this out together. At the latest within six weeks of confirming your complaint.

If you're still not satisfied with our solution, you can submit your complaint to the Klachteninstituut Financiële Dienstverlening (Kifid), with which we're registered under number 300.018643.

Kifid will only handle your complaint after Hanno has rejected it, or if we haven't taken a definitive position within eight weeks. You must submit your complaint to Kifid within three months after Hanno has rejected it.

We are not bound by Kifid's rulings, unless we agree otherwise with you at the start of the procedure.