How can you file a complaint?

We do our best to help you to the best of our ability. You may not be satisfied.

• Please call us on +31 (0)88 015 79 20 from 9.00 a.m. - 5.00 p.m. Mon-Fri. If we do not come to an agreement together, we will take your complaint further.
• You can use the online contact form or send an e-mail with the subject 'complaint' to pensioenservice@marspensioen.nl
• Send your complaint by letter to Mars Pension fund, Attn: Pension Service, P.O. Box 123, 1180 AC Amstelveen

Include the following:

• Your complaint: what are you not satisfied with?
• Your policy number.
• Your telephone number, so we can call you and obtain a full understanding of your complaint.

Processing your complaint

• You will receive within five working days an acknowledgement of receipt from us. 
• We will call you to get a complete picture of your complaint.
• We try to resolve your complaint within 20 working days. We usually do.
• If we are unable to resolve your complaint within 20 working days, we will let you know in time.
• If you do not agree with our response or the solution offered, you can submit your complaint, with reasons, to the board of the pension fund within 20 working days.
• The board will investigate your complaint and notify you in writing of the decision taken.

When it does not work out

Sometimes you cannot find a solution together. We will do our best to resolve your complaint, but it may be that you do not agree with our response. Or with our decision. It is good to know that you can always contact the Pension Funds Dispute Authority (GIP). Or, of course, you can go to court. For the Pension Funds Dispute Authority (GIP) visit www.geschilleninstantiepensioenfondsen.nl. If you would like more information about going to court, please visit www.rechtspraak.nl.

The information about the Pension Funds Dispute Authority has yet to be included in the pension fund's complaints and dispute regulations below. The updated version will be published on this website in early 2024.

Pension Fund Dispute Authority as of January 1, 2024

You can submit your complaint to the Pension Funds Dispute Authority (GIP) from January 1, 2024. You can do this free of charge. The Pension Funds Dispute Authority has been designated by the government as the official dispute body for pension funds in case the internal complaints procedure has been fully completed. The complaint must relate to the implementation or application of the pension regulations. You can read more about it on the website www.geschilleninstantiepensioenfondsen.nl.

The information about the Pension Funds Dispute Authority has yet to be included in the pension fund's complaints and dispute regulations below. The updated version will be published on this website in early 2024.