Complaints procedure
How will my complaint be handled?
We believe it is important that you are satisfied. If you do have a complaint, we will be happy to resolve it properly and carefully. That is why we operate in accordance with the rules of the Concessie Waddenveren Oost.
How we handle your complaint:
- Easy to get in touch
You can report your complaint to us by phone or submit it in writing, for example via the contact form on our website or by email. If you report your complaint by phone and it cannot be resolved immediately, our staff will advise you to submit your complaint in writing. - Acknowledgement of receipt
Within five working days of receiving your complaint, we will confirm that we have received it. - Substantive response
You will receive a substantive and reasoned response from us within four weeks at the latest. - Not satisfied with the outcome?
Do you disagree with our response? You can then submit your complaint to the Public Transport Disputes Committee. They will assess the complaint independently.
We take every complaint seriously and use your feedback to improve our services.