Complaints procedure

How to make a complaint

• With an account: go to My questions (in My HuurPulse, or as a landlord in your area on HuurPulse), ask a new question and choose the subject "Complaint". You'll then see all messages about your complaint in one place.
• Without an account: use the contact form on the contact page and choose the subject "Complaint".

Include in your complaint:

1. your name and email address;
2. what your complaint is about, as clearly as possible;
3. when it happened, and if relevant the link to the home or page;
4. what you expect from us.

Make your complaint within a reasonable time after you discovered the problem. That way we can investigate it properly.

What do we do with your complaint?

1. We confirm that we've received your complaint. Via My questions you'll get a case number.
2. We respond within 14 days of receiving your complaint. Our team keeps track of that deadline and gets a warning before it expires.
3. If we can't fully resolve your complaint within 14 days, we'll tell you in our response why, what we're still doing and when you can expect a final answer.

If we're waiting for a response from you, we close your question after 7 days without a response. You'll get a reminder two days before that. After that, you can still reopen your question yourself for 14 days.

Other types of complaints

• About privacy: email privacy@huurpulse.nl. You can also lodge a complaint with the Dutch Data Protection Authority (Autoriteit Persoonsgegevens). See the privacy statement.
• About a listing or landlord: use the "Report an error" button on the home or email meldingen@huurpulse.nl. See the notice-and-takedown procedure.
• About a decision we made, for example a removed listing: reply to our message. We'll then look at it again, where possible by a different member of staff.

Can't we resolve it together?

Then you can take the dispute to court. If you're a consumer, the court designated by law has jurisdiction. If you're a business customer, that's the Rotterdam District Court (Rechtbank Rotterdam). For free legal advice you can contact the Juridisch Loket.

Contact

Do you have a question about this document? Email support@huurpulse.nl. You can also call us or send a WhatsApp message on +31 6 84811742 (Monday to Friday, 09:00–17:00). All our contact details are on the company details page.