Filing a complaint

Are you dissatisfied? That is very unfortunate, and we would like to hear why. We can often solve the problem together right away. If that doesn’t work, we’ll let you know what to expect from us and when.

Filing a complaint in steps

1. Report your complaint

You can call us, send an email, chat with us or send us a letter. Let us know what you are dissatisfied about and why. Also give us your phone number. You can do so using the contact details below: 

PME
To the attention of the Complaints coordinator 
Postbus 5010
9700 GA Groningen
deelnemer@pmepensioen.nl 
Phone number: 088 1947 001 
Chat: www.pmepensioen.nl/en/contact

2. Confirmation within 5 work days

We will send you a written confirmation or call you to let you know that we received your complaint. And when we expect to send you a response. You will receive this confirmation within 5 work days.

3. A response to your complaint within 15 work days

Usually, you will get a response from us within 15 work days. Sometimes we need some more time. For instance because we have to look into something. We will then let you know when you will receive our response.

4. Disagree with our response?

Of course we hope that you agree with our response. Is that not the case? Then you can send a letter or email to the board of directors of PME. Clearly state why you do not agree with our response. These are the contact details: 

PME
To the attention of the board of directors 
Postbus 5010
9700 GA Groningen
deelnemer@pmepensioen.nl 

5. (Another) confirmation within 5 work days

We will send you a written confirmation or call you to let you know that we received your response. You will receive this confirmation within 5 work days.

6. A response within 6 weeks

You will receive a substantive, written response. It can happen that the board of directors needs more time. For instance because they have to look into something. We will then let you know when you will receive their response.

7. To the Geschillen Instantie Pensioenfondsen or the court

Have you done all you can, but do you still not agree with the pension board's answer? Then there are two things you can do:

  1. Within one year you can go to the Geschilleninstantie Pensioenfondsen. This is an independent dispute resolution body. Their services are free of charge.  
    Or
  2. You can take the matter to court. This does entail costs.

You can go to the Geschilleninstantie sooner

  • Ten weeks have passed since the confirmation of receipt, and you haven't heard from us, other than that we need more time. If this is the case, please don't hesitate to contact us. We will find out for you why you have not yet received a response. But you can also contact the Geschilleninstantie directly.
  • Twelve weeks have passed and you haven't heard from us at all. If this is the case, something has gone wrong. Normally, you will get an answer from us within 15 working days. Please don't hesitate to contact us first. We will find out for you why you have not yet received a response. But you can also contact the Geschilleninstantie directly.

The Geschilleninstantie does not deal with all disputes

Not all types of dispute with a pension fund are dealt with by the Geschilleninstantie. For example, it does not handle disputes relating to arrangements made between the social partners or disputes in which two or more people have pooled their complaints. Disputes that arose before 1 July 2023 are also not dealt with by the Geschilleninstantie. For more information, please visit the website of the Geschilleninstantie.

Would you like to know more?