Complaints policy Entitoe

 

We always try our best to provide the highest quality service, but there may still be instances when you are dissatisfied with our service. Please let us know if you have a complaint.

 

If you are dissatisfied with the quality of the service provided, please talk to us about it as soon as possible. We will do all we can to resolve the issue en comply with your wishes. If we are unable to resolve the issue directly, you can submit a formal complaint using the complaints form. You can submit the complaints form via post or e-mail (info@entitoe.nl).

 

Procedure formal complaint

• You will receive a confirmation of your complaint via e-mail within two working days.

• Entitoe may engage an independent external party to assess the complaint.

• Within two weeks of receipt, you will receive a substantive assessment of the complaint and a proposal for a solution via e-mail. If we are unable to provide you with a proposal within two weeks, for example because we need to investigate the complaint further, we will inform you of this within two weeks and explain the cause of the delay.

 

Confidentiality

All complaints will be dealt with in strict confidentiality.

 

Registration

All complaints and their resolutions are registered by us and the records kept for at least two years.