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Legal

Complaint Procedure

Article 1 Scope

This complaint procedure applies to all services provided by Keendoc B.V.

Article 2 Definition

A complaint is defined as any expression of dissatisfaction about the services, content, or conduct of Keendoc or its representatives.

Article 3 Company

  • Keendoc B.V. is a limited liability company incorporated and acting under the laws of the Netherlands. Keendoc is registered with the Dutch Chamber of Commerce under registration number 94795096, and has its offices at the Biltseweg 33, 3763 LD Soest, the Netherlands.
  • The VAT number of Keendoc is: NL866894962B01
  • Keendoc can be reached at contact@keendoc.com.

Article 4 Complaint Officers

The designated complaint officers are:

  • Anne Floor Heuff- van Maurik
  • Christiaan Veldhuijzen

Article 5 Filing a Complaint

Complaints must be submitted to Keendoc in a timely, complete and clearly described manner at the latest within two (2) months after the Customer has discovered or has been able to observe the defects. Failure to submit the complaint in time may result in the Customer losing his or her rights in this regard.

Article 6 Complaint Handling Process

  • The complaint officer will acknowledge receipt within 10 days.
  • The complaint will be investigated thoroughly and impartially.
  • The complaint will be handled responsibly and treated with strict confidentiality to protect the privacy of all parties involved.
  • A decision will be communicated to the complainant within 28 days.
  • If more time is needed, the complainant will be informed of the reason for the delay and the expected resolution date.

Article 7 Appeal Process

If the complainant is unsatisfied with the resolution, they may appeal to an independent third party within 14 days of receiving the decision.

Article 8 Independent Third Party

Human Connection's Sjef van Gool (sjef@humanc.nl) has been appointed as the independent third party for appeals. Their decision will be binding on Keendoc, but does not preclude the complainant's right to seek legal recourse.

Article 9 Record Keeping

All complaints and their resolutions will be recorded and kept for two years.

Article 10 Continuous Improvement

Complaints are analyzed annually to identify trends and improve our services. This complaint procedure has been designed to ensure fair and timely resolution of all issues raised by our users.

General Terms & Conditions

Additional details about the complaint procedure and related provisions can be found in Article fifteen (15) and sixteen (16) of the General Terms & Conditions of Keendoc.

Latest version: October 2026. The most recently uploaded version on the Keendoc website always applies.

File a complaint

To help us address your concern efficiently, please include as much detail as possible in your description. This may include:

  • The specific product or service related to your complaint.
  • Any relevant order or transaction numbers.
  • Names of Keendoc employees involved (if known).
  • Steps you've already taken to resolve the issue.
  • Any previous communication with us regarding this issue.
  • Your desired outcome or resolution.

We use these details only to handle your complaint, as described in our Privacy Policy. You can also email your complaint to complaints@keendoc.com.