We want everyone who reads, advertises with or is listed on Essentially Amsterdam to be treated fairly. If something has gone wrong, this page explains how to complain and what we do with your complaint.
Who can complain, and about what
Anyone can use this procedure: readers, newsletter subscribers, businesses in our directory, advertisers and anyone else who deals with us. It covers our service, our customer contact, payments and invoices, ads and Premium listings, and the way we have handled a question or request.
Some subjects have their own page, because they need a different kind of handling:
- A factual mistake in an article, event listing, guide or directory listing: see our Corrections Policy.
- Content you believe is illegal: use the reporting form on our Digital Services Act page.
- How we handle your personal data: see our Privacy Policy.
If you are not sure which applies, just write to us and we will route it.
How to complain
Email info@essentiallyamsterdam.com with “Complaint” in the subject line, or use the details on our contact page. You can write in English or Dutch.
Please include:
- your name and how we can reach you;
- what the complaint is about, with a link, invoice number or listing name where there is one;
- what happened, and when;
- what you would like us to do to put it right.
Please complain within two months of noticing the problem, so we can still look into it properly.
What happens next
- Acknowledgement. We confirm that we have received your complaint within five working days.
- Investigation. The complaint is looked at by someone who was not directly involved where possible. If we need more information, we ask you for it.
- Answer. We send you our answer in writing within 14 days of receiving the complaint. If we need more time, we tell you before then why, and when you can expect our answer.
- Putting it right. If the complaint is justified, we say what we will do about it, for example correcting a listing, rerunning an ad, issuing a credit or a refund under our Advertising terms, or changing the way we work.
If you are not satisfied
If you disagree with our answer, reply to it and say why. The publisher reviews the complaint again and sends you a final answer within 14 days.
If we still cannot resolve it together, you keep every right you have under Dutch law, including the right to take the matter to court. For complaints about your personal data you can also contact the Dutch data protection authority, the Autoriteit Persoonsgegevens.
How we keep track
We keep a record of every complaint and what we did about it for two years, and use it to find and fix problems that come up more than once. Complaints are treated confidentially and are only shared with the people who need to handle them.
Contact
Essentially Amsterdam (PND Media)
Oudezijds Voorburgwal 129-II, 1012 EP Amsterdam, the Netherlands
Email: info@essentiallyamsterdam.com
KVK 85448826