{"id":27437,"date":"2025-12-01T15:14:20","date_gmt":"2025-12-01T14:14:20","guid":{"rendered":"https:\/\/pegamento.nl\/complaint\/"},"modified":"2026-06-05T12:30:21","modified_gmt":"2026-06-05T10:30:21","slug":"complaint","status":"publish","type":"page","link":"https:\/\/pegamento.nl\/en\/complaint\/","title":{"rendered":"Complaint"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"27437\" class=\"elementor elementor-27437 elementor-23104\" data-elementor-settings=\"{&quot;ha_cmc_init_switcher&quot;:&quot;no&quot;}\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-621b299a e-flex e-con-boxed e-con e-parent\" data-id=\"621b299a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;slideshow&quot;,&quot;background_slideshow_gallery&quot;:[{&quot;id&quot;:27438,&quot;url&quot;:&quot;https:\\\/\\\/pegamento.nl\\\/wp-content\\\/uploads\\\/2025\\\/12\\\/Klacht-scaled.webp&quot;}],&quot;background_slideshow_loop&quot;:&quot;yes&quot;,&quot;background_slideshow_slide_duration&quot;:5000,&quot;background_slideshow_slide_transition&quot;:&quot;fade&quot;,&quot;background_slideshow_transition_duration&quot;:500,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-17a6d54f e-grid e-con-full e-con e-child\" data-id=\"17a6d54f\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-3120c3e5 e-con-full e-flex e-con e-child\" data-id=\"3120c3e5\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7a4ea761 elementor-widget elementor-widget-heading\" data-id=\"7a4ea761\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Your complaint is an opportunity for us to do better<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5e939c03 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"5e939c03\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Let us know. We&#8217;re happy to listen in and help you out. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-12272f0 e-con-full e-flex e-con e-child\" data-id=\"12272f0\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b20f62d elementor-align-left elementor-widget elementor-widget-button\" data-id=\"b20f62d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"tel:0031880067180\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-right\" viewBox=\"0 0 320 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M285.476 272.971L91.132 467.314c-9.373 9.373-24.569 9.373-33.941 0l-22.667-22.667c-9.357-9.357-9.375-24.522-.04-33.901L188.505 256 34.484 101.255c-9.335-9.379-9.317-24.544.04-33.901l22.667-22.667c9.373-9.373 24.569-9.373 33.941 0L285.475 239.03c9.373 9.372 9.373 24.568.001 33.941z\"><\/path><\/svg>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Call directly<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-83e5d48 e-flex e-con-boxed e-con e-parent\" data-id=\"83e5d48\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-e78cee7 e-con-full e-flex e-con e-child\" data-id=\"e78cee7\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-6ac2ee1 e-con-full e-flex e-con e-child\" data-id=\"6ac2ee1\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-31ef1b7 e-con-full e-flex e-con e-child\" data-id=\"31ef1b7\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-e723bf7 e-con-full e-flex e-con e-child\" data-id=\"e723bf7\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4138952 elementor-widget elementor-widget-heading\" data-id=\"4138952\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Procedure for handling complaints<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-eafa049 e-con-full e-flex e-con e-child\" data-id=\"eafa049\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-bb14782 e-con-full e-flex e-con e-child\" data-id=\"bb14782\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-1cee829 e-con-full e-flex e-con e-child\" data-id=\"1cee829\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4d2c83d elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"4d2c83d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"415\" data-end=\"757\">At Pegamento, we work continuously to improve our services. Therefore, we have a clear, <a href=\"https:\/\/pegamento.nl\/en\/iso-certified-customer-contact\/\">ISO-compliant<\/a> procedure for reporting, investigating and resolving complaints and deviations. This procedure ensures transparency, careful follow-up and structural improvement of our processes and services.  <\/p><h3 data-start=\"790\" data-end=\"816\"><strong data-start=\"794\" data-end=\"816\">What is a complaint?<\/strong><\/h3><p data-start=\"817\" data-end=\"971\">A complaint is a formally communicated expression of dissatisfaction with our services or the way someone has been treated. Examples include: <\/p><ul data-start=\"972\" data-end=\"1108\"><li data-start=\"972\" data-end=\"1019\"><p data-start=\"974\" data-end=\"1019\">provided incorrect or incomplete information;<\/p><\/li><li data-start=\"1020\" data-end=\"1053\"><p data-start=\"1022\" data-end=\"1053\">excessive processing times;<\/p><\/li><li data-start=\"1054\" data-end=\"1108\"><p data-start=\"1056\" data-end=\"1108\">perceived unfriendliness or unprofessional behavior.<\/p><\/li><\/ul><p data-start=\"1110\" data-end=\"1206\">Complaints about, for example, prices or terms of offers are not covered by this procedure.<\/p><h3 data-start=\"1208\" data-end=\"1245\"><strong data-start=\"1212\" data-end=\"1245\">How can you report a complaint?<\/strong><\/h3><p data-start=\"1246\" data-end=\"1325\">Complaints can be filed directly at: \ud83d\udce9 <strong data-start=\"1302\" data-end=\"1325\"><a class=\"decorated-link cursor-pointer\" href=\"mailto:klacht@pegamento.nl\" rel=\"noopener\" data-start=\"1304\" data-end=\"1323\">klacht@pegamento.nl<\/a><\/strong><\/p><p data-start=\"1327\" data-end=\"1507\">Is a complaint reported by phone or in person? Then a staff member still registers it in our system using the same e-mail address, so that every complaint is processed correctly. <\/p><p data-start=\"1509\" data-end=\"1537\">Each report contains at a minimum:<\/p><ul data-start=\"1538\" data-end=\"1682\"><li data-start=\"1538\" data-end=\"1578\"><p data-start=\"1540\" data-end=\"1578\">reporter&#8217;s name and contact information;<\/p><\/li><li data-start=\"1579\" data-end=\"1602\"><p data-start=\"1581\" data-end=\"1602\">date of notification;<\/p><\/li><li data-start=\"1603\" data-end=\"1632\"><p data-start=\"1605\" data-end=\"1632\">description of the complaint;<\/p><\/li><li data-start=\"1633\" data-end=\"1682\"><p data-start=\"1635\" data-end=\"1682\">persons involved and any direct actions.<\/p><\/li><\/ul><h3 data-start=\"1684\" data-end=\"1721\"><strong data-start=\"1688\" data-end=\"1721\">How do we handle your complaint?<\/strong><\/h3><ol data-start=\"1722\" data-end=\"2139\"><li data-start=\"1722\" data-end=\"1802\"><p data-start=\"1725\" data-end=\"1802\">The complaint automatically enters our ServiceDesk ticket system.<\/p><\/li><li data-start=\"1803\" data-end=\"1863\"><p data-start=\"1806\" data-end=\"1863\">Our ServiceDesk verifies that the report is complete.<\/p><\/li><li data-start=\"1864\" data-end=\"1931\"><p data-start=\"1867\" data-end=\"1931\">The complaint will be assigned to a member of the management team.<\/p><\/li><li data-start=\"1932\" data-end=\"2044\"><p data-start=\"1935\" data-end=\"2044\">The MT member carefully investigates the complaint, if necessary in consultation with the reporter and employees involved.<\/p><\/li><li data-start=\"2045\" data-end=\"2139\"><p data-start=\"2048\" data-end=\"2139\">Within two weeks, the reporter will receive a reasoned feedback from our management.<\/p><\/li><\/ol><p data-start=\"2141\" data-end=\"2212\">Our starting point: provide an appropriate solution and prevent recurrence.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-58df257a e-flex e-con-boxed e-con e-parent\" data-id=\"58df257a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f5fd2a5 elementor-widget elementor-widget-heading\" data-id=\"f5fd2a5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Collaborations<\/h2>\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-745118b e-con-full e-grid e-con e-child\" data-id=\"745118b\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t<div data-ha-element-link=\"{&quot;url&quot;:&quot;\\\/klantcase\\\/translink&quot;,&quot;is_external&quot;:&quot;&quot;,&quot;nofollow&quot;:&quot;&quot;}\" style=\"cursor: pointer\" class=\"elementor-element elementor-element-2dc63b8c elementor-widget elementor-widget-image\" data-id=\"2dc63b8c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"250\" height=\"125\" src=\"https:\/\/pegamento.nl\/wp-content\/uploads\/2025\/04\/Translink-WorkplaceX.png\" class=\"attachment-full size-full wp-image-27084\" alt=\"Translink-WorkplaceX\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div data-ha-element-link=\"{&quot;url&quot;:&quot;\\\/referenties&quot;,&quot;is_external&quot;:&quot;&quot;,&quot;nofollow&quot;:&quot;&quot;}\" style=\"cursor: pointer\" class=\"elementor-element elementor-element-8d1ba67 elementor-widget elementor-widget-image\" data-id=\"8d1ba67\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"250\" height=\"125\" src=\"https:\/\/pegamento.nl\/wp-content\/uploads\/2025\/04\/Hersenstichting-Telefonie.png\" class=\"attachment-full size-full wp-image-27074\" alt=\"Brain Foundation - Telephony\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div data-ha-element-link=\"{&quot;url&quot;:&quot;\\\/klantcase\\\/kamer-van-koophandel&quot;,&quot;is_external&quot;:&quot;&quot;,&quot;nofollow&quot;:&quot;&quot;}\" style=\"cursor: pointer\" class=\"elementor-element elementor-element-5d1bedd3 elementor-widget elementor-widget-image\" data-id=\"5d1bedd3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"250\" height=\"125\" src=\"https:\/\/pegamento.nl\/wp-content\/uploads\/2025\/04\/KVK-Sprinklr-Referentie.png\" class=\"attachment-full size-full wp-image-27057\" alt=\"KVK-Sprinklr Reference\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div data-ha-element-link=\"{&quot;url&quot;:&quot;\\\/klantcase\\\/113-zelfmoord-preventie&quot;,&quot;is_external&quot;:&quot;&quot;,&quot;nofollow&quot;:&quot;&quot;}\" style=\"cursor: pointer\" class=\"elementor-element elementor-element-31cc6151 elementor-widget elementor-widget-image\" data-id=\"31cc6151\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"250\" height=\"125\" src=\"https:\/\/pegamento.nl\/wp-content\/uploads\/2025\/04\/113-zelfmoordpreventie-bereikbaarheid.png\" class=\"attachment-full size-full wp-image-27068\" alt=\"113: Accessibility of Suicide Prevention Services\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div data-ha-element-link=\"{&quot;url&quot;:&quot;\\\/referenties&quot;,&quot;is_external&quot;:&quot;&quot;,&quot;nofollow&quot;:&quot;&quot;}\" style=\"cursor: pointer\" class=\"elementor-element elementor-element-387bd3c0 elementor-widget elementor-widget-image\" data-id=\"387bd3c0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"250\" height=\"125\" src=\"https:\/\/pegamento.nl\/wp-content\/uploads\/2025\/04\/Nintendo-referentie-Pegamento.png\" class=\"attachment-full size-full wp-image-27135\" alt=\"Nintendo-reference Pegamento\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div data-ha-element-link=\"{&quot;url&quot;:&quot;\\\/klantcase\\\/kindergarden&quot;,&quot;is_external&quot;:&quot;&quot;,&quot;nofollow&quot;:&quot;&quot;}\" style=\"cursor: pointer\" class=\"elementor-element elementor-element-1e4d042e elementor-widget elementor-widget-image\" data-id=\"1e4d042e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"250\" height=\"125\" src=\"https:\/\/pegamento.nl\/wp-content\/uploads\/2025\/04\/Kindergarden-Referentie-Pegamento.png\" class=\"attachment-full size-full wp-image-27067\" alt=\"Kindergarden Reference Pegamento\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Your complaint is an opportunity for us to do better Let us know. We&#8217;re happy to listen in and help you out. Call directly Procedure for handling complaints At Pegamento, we work continuously to improve our services. Therefore, we have a clear, ISO-compliant procedure for reporting, investigating and resolving complaints and deviations. This procedure ensures [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":32636,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-27437","page","type-page","status-publish","has-post-thumbnail","hentry"],"_links":{"self":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/pages\/27437","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/comments?post=27437"}],"version-history":[{"count":6,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/pages\/27437\/revisions"}],"predecessor-version":[{"id":30827,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/pages\/27437\/revisions\/30827"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/media\/32636"}],"wp:attachment":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/media?parent=27437"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}