Complaint procedure

Complaints may be submitted in writing to:

The Privacy Factory
attn. Office Manager
Robert Schumandomein 2
6229 ES Maastricht
The Netherlands

or by email to:

● We will confirm receipt of complaints submitted by email within 24 hours. Receipt of complaints submitted by regular mail will be confirmed within one week.
● Complaint handling is part of the responsibilities of TPF’s management team. We will of course do everything we can to resolve complaints to the full satisfaction of everyone involved.
● You can expect to receive a verbal response, followed by a reaction in writing or by email, within 2 weeks. If investigating your complaint requires additional time, you will be notified of the delay, and its reasons, within 4 weeks after receipt of your complaint. At the same time, you will be given an indication of the expected time of resolution.
● Your complaint, including any data entrusted to us in its context, will be handled with full confidentiality by all members of staff involved in resolving the issue.
● If you are not satisfied with the way a complaint is being handled, you may forward your complaint to the Stichting Geschillencommissie Consumentenzaken, an independent Dutch committee for resolution of disputes in consumer affairs. For more information, go to
● The Privacy Factory will comply with all rulings by the Geschillencommissie.
● The retention period for complaints is 5 years.