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Complaints procedure

Version 2026.1, updated 6 October 2026

WIWO Media (a trade name of CW Nederland B.V.) wants every Customer to be satisfied with its services. If something does go wrong, we want to hear about it so we can put it right and learn from it. This complaints procedure explains how a complaint is submitted and handled. It forms part of our terms and conditions (Article 24).

This English version is provided for convenience. In case of any discrepancy, the Dutch version prevails.

What this procedure covers

This procedure applies to complaints from Customers and other parties concerned about:

  • the quality or performance of a WIWO Media service;
  • an invoice or our invoicing;
  • the way WIWO Media has treated or communicated with you;
  • a measure taken by WIWO Media, such as suspending a service or removing or disabling access to content following an abuse report.

An outage or technical question is generally not a complaint. Please report those through the customer portal at mijnwiwo.nl, by email to info@wiwomedia.nl or by phone on +31 10 340 04 44, so we can get to work straight away. To report abuse by another customer, please use /en/report-abuse. Security issues can be reported via /en/responsible-disclosure.

Submitting a complaint

A complaint can be submitted:

  • by email to info@wiwomedia.nl, with the word "Complaint" in the subject line;
  • by opening a ticket in the customer portal at mijnwiwo.nl;
  • by post to CW Nederland B.V., attn. WIWO Media, complaints, PO Box 605, 3200 AN Spijkenisse, the Netherlands.

We will try to resolve a complaint made by phone on the spot. If that is not possible, we will ask you to confirm the complaint by email or through the customer portal, so we can record it properly.

Please include:

  • your name, company name (if applicable) and contact details;
  • your customer number and, where relevant, the invoice number, domain name or service concerned;
  • a clear description of the complaint, with dates and any supporting documents;
  • what is needed to resolve the complaint to your satisfaction.

Please submit your complaint as soon as possible after noticing the problem. The sooner we know, the better we can help. Objections to an invoice must be raised within 30 days of the invoice date (Article 9.6 of the terms and conditions).

How we handle your complaint

  1. Acknowledgement. WIWO Media acknowledges receipt of the complaint within 5 business days and tells you who is handling it.
  2. Investigation. We investigate the complaint and contact you for further information if needed. Both you and the employee involved are given the opportunity to explain their side.
  3. Substantive response. Within 14 days of receiving the complaint, you will receive a substantive response setting out our position and, if the complaint is upheld, the measures we will take. If the complaint needs more time, for example because we need information from a supplier, we will let you know within this period, with the reason and an indication of when you can expect our substantive response.
  4. Closure. We record the complaint and how it was handled, and use the outcome to improve our services.

Submitting a complaint does not suspend the obligation to pay the part of an invoice that is not in dispute.

Complaints about content or abuse measures

If WIWO Media has removed or disabled access to content, suspended a service or taken another measure following a report, the Customer concerned may object to that decision through this procedure. The person who submitted the report may also object to a decision not to take action. Where our organisation allows, the objection is reviewed by an employee who was not involved in the original decision. If the decision turns out to be wrong, we will reverse it as quickly as possible.

Escalation to management

If you disagree with our substantive response, you may ask within 30 days for the complaint to be referred to WIWO Media's management. Send your request by email to info@wiwomedia.nl, with "Complaint escalation" and the complaint reference in the subject line. Management will review the complaint again and will generally give a final position within 14 days of receiving the escalation request.

If we cannot resolve it together

If the complaints procedure does not lead to a solution, a dispute arises. Such a dispute may be submitted to the competent court:

  • for Business Customers, this is the competent court of the District Court of Rotterdam (Rechtbank Rotterdam);
  • a Consumer may turn to the court that has jurisdiction under the law, including the court of the Consumer's place of residence.

All agreements with WIWO Media are governed by Dutch law (Article 25 of the terms and conditions). Consumers can also submit a complaint or seek information from ConsuWijzer, the consumer information service of the Netherlands Authority for Consumers and Markets (ACM).

Privacy

WIWO Media only uses the information in a complaint to handle the complaint and to improve its services. More information is available in our privacy policy.