Complaints procedure
We take every complaint seriously. Here is how we handle yours.
This English version is a courtesy translation. If there is any difference between the English and the Dutch version, the Dutch version prevails.
How does it work?
Submit your complaint
Send an email to support@verbouwpro.nl describing your complaint, the relevant details and the solution you expect.
Confirmation
Within 2 working days you receive an acknowledgement of receipt with a reference number.
Investigation
We investigate your complaint carefully. If necessary, we will contact you for additional information.
Decision
Within 14 working days you receive our response with a proposed solution or an explanation of our decision.
Types of complaints
Complaints about tradespeople
Problems with the quality of the work, communication or arrangements that are not kept.
Action: Report this using the "Report" button on the profile or in the message window.
Complaints about clients
Problems with payment, communication or unreasonable demands.
Action: Contact us at support@verbouwpro.nl with the details.
Complaints about the platform
Technical problems, anything unclear, or dissatisfaction with our service.
Action: Send an email to support@verbouwpro.nl.
Objections to decisions
Objections to a suspension, removed content or other decisions.
Action: Submit an appeal via /appeal or by email.
Our guarantees
- Every complaint is handled within 14 working days
- You always receive a written response
- Your complaint is treated confidentially
- You can always ask about the status of your complaint
External dispute resolution
VerbouwPro is not affiliated with a recognised disputes committee and is not obliged to take part in alternative dispute resolution.