Complaints Procedure

1. Purpose

A complaints procedure is important because it gives customers a formal means of raising any problems, concerns, or dissatisfaction relating to their loan. Why we consider a procedure important:

Transparency and trust: A complaints procedure demonstrates that we are open to feedback and willing to resolve any problems. This contributes to customers' trust in our company.
Customer satisfaction: By offering a structured way of handling complaints, we can increase our customers' satisfaction. Customers feel heard and taken seriously when they can submit a complaint and trust that it will be handled with care.
Laws and regulations: In the Netherlands, loan providers are legally required to have a procedure for handling complaints. This stems from regulations intended to safeguard consumer protection and promote fair practices within the financial sector. We consider it important to comply fully with applicable laws and regulations.
Reputation and image: An effective complaints procedure can improve our company's reputation. When complaints are handled in a professional and fair manner, this can lead to positive word of mouth and strengthen the company's image.

2. Complaints Procedure

Naturally, we find it very regrettable if you are not satisfied with SprayPay's service, and we will do everything we can to find a suitable solution.

A complaint gives us the opportunity to improve our service. This is important to us, as we want all our customers to be satisfied.

We have briefly summarized our complaints procedure for you below:

Submitting a complaint

You can submit your complaint via our contact form on the website. Please state your contract number, if applicable.
Upon receipt of your complaint, you will immediately receive an acknowledgement of receipt.

Handling of the complaint

Within four weeks of the acknowledgement of receipt, you will receive a response from us.

Not satisfied with the handling of your complaint?

If you are not satisfied with the outcome of your complaint, you have six weeks to let us know. Send a letter or email describing why you disagree with our proposal and what solution you would like.
Please state the following information in your letter/email: Your name, address, phone number, and email address Your loan number A description of your complaint An explanation of why you disagree with our response
Send your letter to: Webfin Leningen B.V., for the attention of Complaints Management, Markt 15, 3621 AB Breukelen
Or email your letter as an attachment to consument@spraypay.nl with 'klacht SprayPay' as the subject line.

Response to a second complaint

You can expect a response from us within four weeks.

External complaint handling

If, after completing our complaints procedure, you are not satisfied with the outcome, there are two options:

For complaints about BKR registration, our financial product, or our services, you can contact the Disputes Committee (Geschillencommissie) of the Klachteninstituut Financiële Dienstverlening (KiFiD). This is possible within 12 months of submitting your complaint to us, or within 3 months of our response. Visit the website www.kifid.nl or send your complaint to:Klachteninstituut Financiële Dienstverlening (KiFiD)Postbus 932572509 AG Den Haag
You can also submit your complaint directly to a court of competent jurisdiction.