If possible we will deal with your complaint within two working days. If this is not possible, you will receive a written acknowledgment within three working days. We will then strive to give you an answer within ten working days. In complex cases this is not always possible, in which case we will promptly keep you informed. We will then immediately let you know how long it will take to respond to your complaint. 

Are you - in spite of our efforts - not satisfied with the resolution of your complaint? In that case, please contact the Essentie Pensioen Complaints Committee. You must submit your complaint in writing to the Complaints Committee within four weeks of being informed of the decision. Please include the following information in your letter: name, address, phone number where you can be reached during the day, account number, policy number, complaint registration number and a description of the complaint. If necessary, include (copies of) documents that are relevant to your complaint. You can send your notice of objection to:

Nationale-Nederlanden

Attn.: Essentie Pensioen Complaints Committee

Antwoordnummer 1031

6400 VB Heerlen

The Complaints Committee may instigate a further investigation of the facts. In that case you may have the opportunity to verbally explain your complaint. It is possible that you will be given the opportunity to explain your point of view to the Complaints Committee in more detail. 

The Complaints Committee strives to give an opinion within two months of receipt of the notice of objection.

Appeal to the Pensions Ombudsman

If you are not in agreement with the decision of the Complaints Committee, you can contact the Pensions Ombudsman. 

The address is:

Pensions Ombudsman

Postbus 93560

2509 AN The Hague