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Submitting a complaint

Do you have a complaint about the service provision of Mars Pensioenfonds? Or about pension administrator TKP? You can submit a complaint by letter, email or via the contact form. We will try to resolve your complaint as quickly as possible.
 

Complaints handling

Complaints are processed by our pension administrator TKP. To ensure the proper handling of a complaint, we process every complaint the same way. This means, among others, that we would like to receive your complaint by letter, email or the contact form. Then we can get started. When you submit a complaint, you will first receive a confirmation of receipt, except if we can resolve the complaint within five workdays. We aim to resolve all complaints within 20 workdays. We usually succeed within this time frame. If we don't, we will let you know.

• Letter
  Send your complaint by letter to:
  
  Mars Pensioenfonds
  Attn. Account Manager Post Box 51005
  9702 JA Groningen, the Netherlands
   
• Email
  Send your complaint by email to: pensioendesk@marspension.nl
   
• Contact form
  You find the contact form here

No resolution?

Sometimes, it's difficult to come to a resolution. We do our very best to resolve your complaint, but there is a chance that you do not agree with our response. Or with our decision. It's good to know that you can always take your complaint to the Pensions Ombudsman. And you can always take legal action, of course. To contact the Pensions Ombudsman, go to www.ombudsmanpensioenen.nl. If you would like more information about your legal options, visit https://www.rechtspraak.nl/.

More information

If you would like to know more about how we handle complaints or about our disputes procedure, please read our Complaints and Disputes Procedure