Complaints

Anyone who deals with the Platform can file a complaint: Partners, Users, recipients of a tree or certificate and visitors of this website.

You file a complaint through the contact form.

• E-mail: wood@woodyou.care
• Post: WoodYouCare B.V., Pampuslaan 15, 1382 JM Weesp

Please include in your complaint:

• your name and, where relevant, your company;
• the e-mail address where we can reach you, preferably the address of your Account;
• what happened and when;
• what you expect from us;
• if possible, a screenshot, invoice number or other document that helps.

File your complaint as soon as possible after you discover the problem. That way it is still easy to find out what happened.

We confirm that we have received your complaint and tell you who is handling it.

We find out what happened. If we need more information, we ask you for it. Where it helps, we call you or schedule a conversation.

You receive an answer with our conclusion, the reason for it and what we are doing about it. A complaint we find justified, we resolve as quickly as possible.

We treat your complaint confidentially. We keep an overview of the complaints we receive, so we can improve the Platform.

• Within two working days we confirm that we have received your complaint.
• Within fourteen days of receipt you receive a substantive answer.
• If we need more time, we let you know within those fourteen days, with the reason and the period within which you will receive an answer.

If you do not agree with our answer, let us know. A member of management who was not involved in your complaint before then reviews it again and answers you within fourteen days.

If we cannot resolve it together, you can submit the dispute to the court, as described in article 11 of our terms and conditions.

If your complaint concerns your personal data, you can also turn to the Dutch Data Protection Authority. More on this is in our privacy statement.

WoodYouCare Foundation receives the donations, has trees planted and selects the projects, which are monitored and independently verified. If you have a complaint about a donation, a project, a planting or a verification statement, please file it with the foundation through woodyoucare.foundation.

If you send such a complaint to us, we let you know it belongs with the foundation. With your permission, we forward it for you.

If your complaint is about how the Platform shows the foundation's data, for example a donation that is not linked to your Account or a number of trees that is not right, you have come to the right place. We then look into it together with the foundation.

• WoodYouCare B.V.
• Pampuslaan 15, 1382 JM Weesp
• Chamber of Commerce (KVK) 82110034
• E-mail: wood@woodyou.care
• Contact form

For quick answers to common questions, see the frequently asked questions.

This is a translation of the Dutch complaints procedure. In case of any difference between this translation and the Dutch text, the Dutch text prevails.