Stichting UitgesprokenZaak.nl aims to resolve disputes between consumers and CBW-approved home furnishing stores in a fast, expert, and independent manner. Our goal is to bring both parties together to find a mutual solution. If this isn’t possible, the final phase of the dispute procedure involves a binding decision made by a binding advisor, which both parties are required to comply with.
UitgesprokenZaak.nl stands for quality, expertise and independence. The independent board of the foundation monitors these elements.
Organization
UitgesprokenZaak.nl handles disputes between consumers and CBW-certified entrepreneurs.
The board
- appoints dispute handlers.
- appoints independent experts who assess a product and/or service during the dispute procedure.
- appoints independent binding advisors who will make a binding decision on the dispute in the final phase of the procedure.
The dispute handlers
- are responsible for creating a complete dispute file and have a role in mediation between parties. They have undergone training for this mediation role.
- manage communication with the parties involved and ensure that parties complete the phases of the process properly.
The experts
- assess the product and/or service professionally.
- encourage and guide parties to reach a settlement.
- prepare a report on their findings if a settlement is unsuccessful.
The binding advisors
- make a binding decision in the final phase of a procedure. Possibly preceded by further questions to the parties, the expert and/or a video hearing.
- are masters of law, for example (former) judges, of course completely independent.
View the overview of the experts and binding advisors here.
The dispute procedure is laid down in regulations. This describes when the foundation is authorized, when a consumer complaint will be processed and how the procedure works.
Management
The board of UitgesprokenZaak.nl is responsible for appointing dispute handlers, independent experts and independent binding advisors.
The board of UitgesprokenZaak.nl consists of five people:
- an independent chairman;
- two board members from the (residential) retail sector;
- two board members with a background in consumer advocacy.
The board members are:
- Mr. J. Boeve (chairman)
- Mr. R. van Dun
- Mr. R.L.J. Dorscheidt
- Mr. M. Streuer
- Mr. H.J. Kruit
This composition guarantees independence and impartiality.