Complaints Procedure

Teamenergy’s terms and conditions refer to the complaints procedure set out below. 

It is possible that dissatisfaction may arise during your collaboration with Teamenergy. We appreciate it if you communicate this dissatisfaction to us in writing. We take these signals very seriously and treat them as learning opportunities to improve quality. 

A. File a complaint

1. You can file a complaint when, in your perception, Teamenergy’s Terms and Conditions have been breached by Teamenergy (or one of its employees). 

2. If you decide to submit the complaint in writing, this can be addressed — with an explanation of the dissatisfaction — to the management of Teamenergy: Amersfoortsestraatweg 124, 1411 HJ, Naarden, the Netherlands, or by email to klacht@teamenergie.nl. 

3. At all times, Teamenergy’s employees will comply with their duty of confidentiality and will also protect the privacy of those involved. The same confidentiality is required of any external parties. 

B. What happens with your complaint

1. The complainant will be sent a written/digital acknowledgment of receipt as soon as possible, but within 14 business days. 

2. The complaint is assessed against Teamenergy’s Terms and Conditions. 

3. If the complaint concerns an employee of Teamenergy, Teamenergy’s management gives both the complainant and the person complained about the opportunity to be heard regarding what is set out in the complaint. This may take place separately or jointly. 

4. If the complaint concerns a member of Teamenergy’s management, the complaint will (with the complainant’s approval) be submitted to an independent external agency specialized in this. This agency follows its own procedure and provides Teamenergy’s management and the complainant with a binding recommendation. 

5. If desired, the parties may be assisted by third parties at their own expense. The duty of confidentiality applies to third parties. 

 C. Complaint review

1. Teamenergy’s management aims to handle the complaint within 4 weeks. Should this not be possible, the parties will be informed of this as soon as possible, and Teamenergy will indicate within what period a decision can be expected. 

2. Teamenergy’s management assesses the complaint and reports back to the parties. 

 D. Ruling following the complaint

1. After evaluation and handling of the submitted complaint, the complainant is informed in writing of the corresponding measures. These may consist of: 

a. Resolved complaint: Teamenergy’s management may consider the complaint resolved after mediation. 

b. Justified complaint: Teamenergy’s management indicates how it will respond to this conclusion. 

c. Unfounded complaint: The complaint does not relate to Teamenergy’s Terms and Conditions or is insufficiently substantiated. 

2. Teamenergy will register complaints as a case file and retain them for a period of at least 1 year. When Teamenergy is found to be responsible, complaints will give rise to structural improvements. 

 E. Right to Appeal

1. If a difference of opinion arises between Teamenergy and the complainant, the complainant may turn to an independent third party. Before taking this step, the outcome of the complaint assessment must first be awaited. 

2. The decision of the independent third party is binding and will be followed by Teamenergy, with any consequences handled promptly. 

 F. Retention Period for Complaints

Complaint data that can be traced back to an individual is retained for a maximum of 2 years after the complaint is closed.