Complaints 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.