B2 Impact strives to provide our customers with fair and professional service. If, as a customer, you feel that you have not been treated appropriately or are dissatisfied with how we have handled a matter, you have the right to submit a complaint.
What is a complaint?
A complaint is defined as a customer expressing specific dissatisfaction with the handling of their individual case. General feedback or expressions of dissatisfaction that are not case-specific are not considered complaints in this context. Likewise, dissatisfaction that can be considered of minor importance to the customer is not classified as a complaint.
If you have objections regarding a specific matter—for example, if you believe that the debt amount or interest is incorrect—this is not considered a complaint. Such objections are primarily handled by our customer service. You can find their contact information here.
How to submit a complaint
You can submit your complaint via one of the following channels:
To help us assist you in the best possible way, please clearly describe what has happened and why you are dissatisfied or in what way you believe we have made a mistake. To help us identify you, please include your name and either customer number or personal number. Please avoid including sensitive personal data in your message.
Our internal handling
Follow-up and improvement
We document and follow up on received complaints in order to identify recurring issues and improve our operations. Our complaints policy and internal guidelines are established by management and available to all employees.
B2 Impact will retain your personal data in order to investigate the matter and follow up on any actions that may be taken. You can read more about how we handle personal data here.
