If something goes wrong in the work we do for you, we want to know. Only then can we put it right. This page explains how to submit a complaint and what you can expect from us afterwards.
Anything Turrent does for you: the procurement of your energy, the checking of your invoices, advice we gave, the way we communicate with you or an invoice from Turrent itself.
Fill in the form on this page, or email contact@turrent.nl with the subject "Complaint". We need at least:
Do you have documents that help, such as an invoice or an email exchange? Send them by email, or as a reply to our acknowledgement of receipt.
You will hear that we have received your complaint, together with the name of the colleague handling it. That colleague is your single point of contact until the complaint is resolved.
We find out what happened and tell you what we will do about it. If we need information from your energy supplier, grid operator or metering company, we will let you know within this period how much longer it will take.
We confirm the outcome and any agreements we make with you by email, so you know exactly where you stand.
Then you can ask Turrent's management to review your complaint. This is done by someone who was not involved before, and you will receive an answer within 10 working days. If we cannot resolve it together, the dispute can be brought before the competent court in The Hague, as set out in article 14 of our terms and conditions. The Dutch text of this procedure is binding.
A complaint about an invoice does not suspend the obligation to pay (article 6.6 of our terms and conditions). If your complaint turns out to be justified, we will credit the amount that was overcharged.
We treat your complaint confidentially and use your details only to handle it. You can read more in our privacy statement.
That falls outside this procedure, but we will help you with it. If you have given us power of attorney for checking your invoices, we submit the complaint on your behalf and follow it up until it is resolved. Without power of attorney, we are happy to advise you on how to approach it. Read more about invoice checking.
