Complaint Procedure

We at the Reestlandhoeve believe it is important that everyone feels heard. Despite our efforts to provide the best products, services and hospitality, it may happen that you are not satisfied with something. In that case, we encourage you to submit your complaint so that we can provide an appropriate solution and further improve our services.
Please note: This complaints procedure applies only to Wijngoed de Reestlandhoeve. The complaints procedure for Zorghoeve de Reestlandhoeve can be found via this link.

What is a complaint?

A complaint is an expression of dissatisfaction with the products or services we provide, where a resolution is expected. A complaint can relate to various aspects, such as:

• The Reestlander wines or other products
• Activities or events at the winery
• The communication or service provided by our employees

How do you file a complaint?

To ensure that we can handle your complaint properly, we ask you to fill out a standard complaint form. You can request this form from the bar in the Wine Barn or download it from our website.

Include in your complaint:

1. A clear description of your complaint and the reason for dissatisfaction
2. Your personal information (name, phone number and e-mail address)
3. The date to which the complaint relates
4. Any damages or inconveniences you have experienced
5. Additional information or documentation relevant to the complaint

You can email the completed complaint form to info@reestlandhoeve.nl or drop it off at the bar of our Wine Bar.

The procedure: three steps

Our complaint procedure consists of three steps:

1. Acknowledgement of receipt and assessment of admissibility.
   1. Once we receive your complaint, you will receive confirmation of receipt within 5 business days.
   2. Within 10 working days, we will assess whether your complaint is admissible, that is, whether it meets the conditions for consideration.
   3. If your complaint is inadmissible, you will receive an explanation from us as to why this is the case.

2. Treatment of the complaint
   1. An admissible complaint is processed within 4 to 6 weeks.
   2. During this period, we carefully investigate the complaint and collect all relevant information.
   3. If additional information is needed, we will contact you.
   4. We will keep you informed of progress in the interim and respond to any questions without undue delay.

3. Decision and solution
   1. The decision regarding your complaint will be made within 4 to 6 weeks and communicated to you in writing.
   2. The decision includes an explanation of all parts of your complaint and, if possible, a proposed resolution.
   3. Should it unexpectedly take longer to make a decision, we will inform you of the new deadline in a timely manner.

Not satisfied with the solution?

We value your satisfaction. Should you disagree with our decision, you can contact an external independent complaint body. We will fully cooperate with this body to reach a just solution.

Cost of complaint procedure

Filing and handling a complaint is completely free of charge.

Questions?

Do you have questions about this complaint procedure or would like help filling out the complaint form? Please feel free to contact us at info@reestlandhoeve.nl or call 0523-648612 dial 1.