Complaints and disputes procedure of Breyta Incasso

Do you have a complaint about our services? We would like to hear about it, so that we can look for a solution together and improve our quality.

Contact details

You can submit your complaint via the following channels:

• By email: info@collections.breyta.nl (state 'COMPLAINT' in the subject line)
• By post: Breyta Incasso, attn. Complaints Handling, Smitspol 9c, 3861 RS Nijkerk

1. General

We do our best to provide a proper service. A complaint comprises any formal expression of dissatisfaction about our activities. This procedure complies with the obligations under the Collection Services Quality Act (Wet kwaliteit incassodienstverlening, Wki).

2. Objectives

The purpose of this complaints procedure is:

• To offer an accessible means of handling complaints;
• To increase the quality of our services.

3. Your right to submit a complaint

Everyone has the right to submit a complaint about our services or about the conduct of persons who fall under our responsibility. We ensure proper handling and careful assessment.

4. Manner of submission

Your complaint must be submitted in writing and in Dutch. Verbal complaints do not fall under this procedure. Your complaint must contain at least the following details:

• Your full name and address details;
• The date and (if applicable) the name of your organisation;
• A clear description of the complaint and the relevant date/period;
• Relevant evidence or documents.

5. Confirmation and registration

Upon receipt we register your complaint immediately. You will receive written confirmation of the submission and registration within two working days.

6. Handler of the complaint

The complaint is handled by an independent officer:

• For a complaint about an employee: by the direct line manager.
• If there is no line manager: by an employee other than the one to whom the complaint relates.
• Other complaints: by a specifically designated person.

7. Time limits and discontinuation of handling

Your complaint will be handled within six weeks of confirmation. This period may be extended once by a maximum of four weeks. The handling may be discontinued in specific cases, for example if the complaint has already been dealt with previously, is older than six months or is already before the court.

8. Settlement of the complaint

You will receive from us a written and substantiated notification of our findings and any conclusions. We communicate this in clear and understandable language.

9. Costs

There are no costs associated with the handling of your complaint within our organisation.

10. Dispute resolution via Incassoklacht.nl

Are you not satisfied after our internal handling? Then you have the option to submit the dispute to Incassoklacht.nl. They will handle the complaint further in accordance with their own disputes procedure.

11. Retention periods

We retain all data relating to your complaint for two years from the moment of the acknowledgement of receipt.

12. NowID Foundation and legal framework

This procedure is based on the model of the NowID Foundation, which supports collection service providers in complying with the Wki. Breyta follows the most current guidelines and legislation in this regard.

Adopted on: 6 February 2023.

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