Complaints procedure

Are you dissatisfied with a Pluim voucher, a product or experience purchased with a Pluim voucher, or with our service? Please let us know. We will do our best to resolve your complaint to your satisfaction.

You can submit your complaint in writing by emailing, or by posting it to:

FAO Customer Services
P.O. Box 4121
2980 GC Ridderkerk

Please include your order number or Pluim code, if applicable. We will provide a substantive response within 3 working days of receiving your complaint.

Are you dissatisfied with the way in which your complaint was handled? If so, you can escalate it to the Foundation for Consumer Arbitration Committees, P.O. Box 90600, 2509 LP The Hague ( You can also submit your complaint to the Foundation for Consumer Arbitration Committees via the European ODR Platform (