Our service guarantee
As a client of the SVB, you are entitled to expect impeccable service. Our service guarantee specifies what kind of service you can expect from us. If we do not meet our commitments to you, please do not hesitate to let us know. We will do our best to solve any problems and further improve the service we provide.
This is what we promise
- We treat you in a friendly manner and offer expert advice
- We provide you with correct and complete information
- We help you on your way if we cannot answer your question
- We safeguard your privacy
- We use clear language when we speak or write to you
- We meet our commitments to you
- We welcome your ideas and suggestions
The information on our website is correct, up-to-date, easy to understand, easy to find and easily accessible.
You can view or change your personal information in My SVB.
You can send us your questions, notifications or comments 24 hours a day, 7 days a week via WhatsApp or Facebook.
On weekdays between 8 a.m. and 5 p.m., we will reply within 1 hour.
You can telephone us on weekdays between 9 a.m. and 12 noon and between 1 and 4 p.m. Whenever possible, we will deal with your question or request immediately.
You can send us a message using the contact form on our website. You will receive a confirmation of receipt the same day. We will reply to your message within 24 hours.
If you write us a letter, we will reply within 10 working days. If you have a Message Box (Berichtenbox), our reply will be sent to your Message Box.
Visits to our office
It is currently not possible to visit our office due to the COVID-19 restrictions.
Complaints, requests for review or late decisions
If you have a complaint or disagree with a decision you received from us, please call us. In many cases, we can settle the matter straight away.
If we are late in sending you a decision, you may be entitled to compensation.