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Complaints procedure

Are you not satisfied about our pension or insurances products, or about how we operate? In that case, we would like to hear from you. It will give us the opportunity to help you adequately and to find a solution together. And it helps us to improve our products and our operations.

You can file your complaint by means of the  complaints form

Would you prefer to file a complaint by post? Send a letter to the following address:
quoting complaint
Postbus 5000
1180 KA Amstelveen

What happens after that? 

We will respond to your complaint within 2 working days. If we are unable to, we will let you know. More investigation may be needed to handle your complaint. In that case you will obviously receive a message from us.

Not satisfied with the response?

Are you not satisfied with the response or with how your complaint is handled? Please write to the Zwitserleven management:

quoting: Management Complaint
Postbus 5000
1180 KA Amstelveen

The department manager will contact you by telephone within 2 working days. Therefore, make sure to include your telephone number in your letter? The management will send you a written reply within 15 working days.

Do you disagree with the opinion of the Zwitserleven management?
In that case, you can contact the Pensions Ombudsman or the Dutch Institute for Financial Disputes (KiFiD) within 3 months of receiving the management's response. KiFiD mediates between consumers and financial enterprises. This option is only open to (former) employees or their surviving dependants. Not for advisers and employers. 

Pensions OmbudsmanDutch Institute for Financial Disputes (KiFiD)
Postbus 93560
2509 AN The Hague
Telephone number +31 (0)70 - 349 96 20
Dutch Institute for Financial Disputes 
Postbus 93257
2509 AG The Hague
Telephone number +31(0)900 - 355 22 48

If you would like to know more about a complaints procedure at KiFiD and the costs involved, please visit, or contact KiFiD directly.

Repair cost scheme
Zwitserleven sets high standards with respect to the quality of its products and services. Personal attention, clear communication, flawless and fast work, and a quick response to new legislation are our top priorities. However, it may be the case, despite our continued attention to quality, that you are not happy with the service provided. 
Read more about the repair cost scheme and what you have to do to qualify for a repair cost compensation.