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In 2024, Stichting Gouden Oor (Golden Ear Foundation) investigated for the second time whether we are effective in handling complaints and signals we receive from you. The Dutch Federation of Pension Funds (Pensioenfederatie) tasks the foundation with conducting this investigation.
Of course, the first step is to ensure that it’s clear where you can make your complaint (there’s a button on our website enabling you to submit a complaint, or a compliment).
Then, we need to make sure we handle your complaints and signals effectively and learn from them.

Based on questionnaires completed by SPF, Stichting Gouden Oor again concluded that we are very effective in handling your complaints. In the foundation’s opinion, we also produce proper reports of complaints and we introduce organisational changes or service improvements if warranted by a complaint. The foundation expressed this by stating that we handle complaints with ‘maturity’.

We can imagine that not everyone who submits a complaint to us experiences our complaint handling in this way. For instance if we are unable to uphold a complaint because it is in conflict with the pension regulations, or legislation and regulations. However, even if we reject a complaint, it is our top priority to handle this complaint carefully and to learn from it.

Of course, we also aim to prevent that people need to submit complaints. However, we are proud of the foundation’s assessment with respect to those cases in which there was cause for complaint. This is because we are truly committed to careful handling of complaints and to learning lessons from these complaints.