International complaints procedure

Attention: this procedure concerns complaints on the conduct of or communication with employees of Stichting Kinderpostzegels Nederland. The procedure is explicitly not related to settlement of project applications. 

1. A substantiated complaint may only be submitted in writing (letter or e-mail message).
2. The deadline for submitting a complaint expires six months after the event – to which the complaint is related - took place.
3. The letter of complaint should be addressed to the director of the Projects Department. The project officer in charge will receive copy of said letter.
4. Kinderpostzegels will confirm receipt of the letter and will indicate within which period of time an answer can be expected.
5. The departmental director will make a decision on the complaint after also having heard the project officer in charge. The complainant will be notified of the decision in writing.  
6. In case the complainant does not agree with the explanation or suggested solution from Kinderpostzegels, he/she may re-submit the complaint in writing to the general director of Kinderpostzegels. Deadline for re-submitting is set within four weeks after the receipt of the decision letter of Kinderpostzegels.
7. The general director will assess the validity of the decision made and whether the complaint procedure has been applied correctly.
8. Within eight weeks the general director will notify the complainant of the outcome.

Send your complaint to:

Stichting Kinderpostzegels Nederland
Director of the Projects Department
Schipholweg 73/75
2316 ZL Leiden
The Netherlands

e-mail: director projects department