Submitting a complaint to Atradius DSB: what has changed?
complaints mechanism
Atradius DSB has recently updated its complaints procedure. Our aim is to make it clearer and easier for stakeholders, people involved in projects and other interested parties to lodge a complaint. A complaint may relate to what Atradius DSB does or fails to do, to our services or to our decisions. Complaints regarding the impact on people and the environment of projects we support are also covered by the procedure.
Anyone who is directly or indirectly affected by the consequences of our activities or of a project we support may lodge a complaint. You may do so on your own behalf, on behalf of a group, or through someone authorised by you. You may also submit a complaint anonymously. However, this may make it more difficult to investigate the complaint and inform you of the outcome. In addition, you may request that your identity and the information you share be treated confidentially.
Complaints mechanism
When submitting your complaint, please clearly describe the nature of the problem and any damage or consequences it may have caused. Please also state which project is involved and what steps you have already taken to resolve the issue on site. You can submit your complaint in Dutch or English: by email to complaints.dsb@atradius.com or by post to the Complaints Manager at Atradius DSB. You will receive confirmation of receipt within two working days.
We will first assess whether your complaint meets the conditions for us to consider it. Atradius DSB may then opt for mediation to reach a joint solution, or for an investigation into compliance with policies and obligations (a compliance audit). We may also conclude that no further action is possible. If you are not satisfied with the outcome, you can submit your complaint to the Ministry of Finance.
Would you like to know more about the procedure, the conditions and the next steps?
Read the guidelines for the Atradius DSB complaints mechanism by clicking the button below.