We strive to provide high-quality service and, in accordance with our policy, aim to be as transparent as possible about this. However, you may still have a complaint about our work, our products or services, or the projects we support.
We want to know what matters to our customers and stakeholders and what they think, whether positive or otherwise. Your opinion is important to us, and we will handle it with care.
You can rest assured that your comments will receive our full attention. Your opinion is very important to us and we greatly appreciate your trust in our company.
We strive for perfection...
...and we have to keep thinking customer-oriented for this. We would like to hear from you how we can improve our service and are open to your comments or suggestions.
Please contact our account managers for your feedback. This can be done by phone, by email, or by mail.
Phone:
E-mail:
Postal address:
Atradius DSB
P.O. Box 8982
1006 JD Amsterdam
Continous improvement
If you have filed a complaint, we hope that the issue can be resolved to your satisfaction, but also because, through investigation and analysis, we seek to determine whether potential problems are isolated or systemic in nature. This, in turn, helps us optimize our products, procedures, and services and, to the extent that we can influence them, improve the impact of the projects we support.
How to file a complaint.
Complaints can be made in writing, by email or by mail. You can submit the complaint in English or Dutch via:
- email: complaints.dsb@atradius.com
- by post: Attn: Complaints Manager, Atradius Dutch State Business, PO Box 8982, 1006 JD Amsterdam.
Please include the following information when submitting a complaint:
- Your name and contact details, including your country of residence. If you choose to remain anonymous, please note that we may not be able to verify information or engage in dialogue;
- Whether you wish your identity and/or the information provided to be kept confidential;
- if applicable, the name, contact information and proof of authority of the representative to represent you;
- the nature and location of the project in question and its name (if known);
- as accurate a description as possible of the perceived harm, impact or risk that affects or may affect you. If you have documents that you consider relevant, or if you have evidence of the harm or impact, attach them to your complaint;
- a description of the steps already taken to address the perceived harm, impact or risk or to resolve the situation;
- if applicable, an indication of which Atradius DSB policies appear to have been violated;
- what you hope to achieve with your complaint: that is, what kind of solution or remedy you are seeking; and
- if applicable, a summary of the steps already taken and consultations with relevant responsible parties, to address or resolve the complaint.
What happens after a complaint is filed?
The following steps are taken after you receive our acknowledgement of receipt of the complaint:
- Within two business days, you will receive written confirmation from us of the receipt of your feedback.
- Screening of the complaint: within 10 days, the complaint will be screened and evaluated to determine how the complaint should be handled.
- Assessment of the complaint: within 30 days we assess whether and how the complaint can be resolved. During this assessment, the person who filed the complaint will be consulted.
- Resolution (if possible) depending on the assessment.
The complete guidelines for filing a complaint can be found under downloads.