Complaints procedure

If you are completely satisfied, we would of course be very happy to hear that. However, it can sometimes happen that for whatever reason you are not completely satisfied. We would also like to hear that so that we can think along with you about a solution. We will always try to resolve your complaint. First of all to make you completely happy again, but also to learn from it ourselves and to further improve the Eikenpanelen.nl organization in the future for your convenience.

How to file a complaint?

In order to resolve your complaint in a correct and rapid manner, we request that you provide us with the following information, if applicable, by sending an email to info@eikenpanelen.nl:

(company) name, address, telephone and email details;
clear description of your complaint;
project code and/or invoice number;
the time at which the complaint arose.

As soon as we have this information, we will immediately start working on your complaint and keep you informed about the progress of the settlement. You can also call our landline number 030 - 267 16 06, we will then confirm your complaint by e-mail. If you prefer to submit a complaint in writing, you can send it by post to:

Oakpanels.nl

New Houtenseweg 25

3524 SE Utrecht

The Netherlands

What do we do with your complaint?

We will answer your complaint as soon as possible, but no later than 14 days after receipt. If it takes more time, we will inform you. If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur. As of 15 February 2016, it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr . If your complaint is not yet being processed elsewhere, you are free to file your complaint via the European Union platform.