Our service guarantee

As a client of the SVB, you are entitled to expect impeccable service. Our service guarantee specifies what kind of service you can expect from us. If we do not meet our commitments to you, please do not hesitate to let us know. We will do our best to solve any problems and further improve the service we provide.

This is what we promise

  • We treat you in a friendly manner and offer expert advice
  • We provide you with correct and complete information
  • If we cannot answer your question ourselves, we help you find the person or organisation you need
  • We safeguard your privacy
  • We use clear language when we speak or write to you
  • We meet our commitments to you
  • We welcome your ideas and suggestions
  1. Website

    The information on our website is correct, up-to-date, easy to understand, easy to find and easily accessible.

    You can view or change your personal information in My SVB.

    Our Web Archive

    If you would like to see a past version of our website, go to our web archive and select the relevant date.

  2. Social media

    You can send us your questions, notifications or comments 24 hours a day, 7 days a week via WhatsApp or Facebook. 

    On weekdays between 8 a.m. and 5 p.m., we will reply within 1 hour.

  3. Telephone

    You can telephone us on weekdays between 8 a.m. and 5 p.m. Whenever possible, we will deal with your question or request immediately.

  4. Contact form

    If you wish to contact us outside office hours, you can send us a message using the contact form on our website. You will receive a confirmation of receipt the same day. We will reply to your message within 24 hours.

  5. Letter

    If you write us a letter, we will reply within 10 working days. If you have a Message Box (Berichtenbox), our reply will be sent to your Message Box.

  6. Visits to our office

    You can also visit us during office hours but you must telephone us first to make an appointment.

Complaints, requests for review or late decisions

If you have a complaint or disagree with a decision you received from us, please call us. In many cases, we can settle the matter straight away.

If we are late in sending you a decision, you may be entitled to compensation.