Complaints about our products or our services?
The quality of our products and services is extremely important to us. If you still have any complaints or comments, please follow the procedure below. That way, we can provide you with an even better service.
What is a complaint?
To us, a complaint is “a clear and well-defined expression of dissatisfaction with a product or service of the National Geographic Institute”. It may be a complaint about an order, an invoice, a product or service or even about the behaviour of one of our staff members. The complaint must be obviously lie within the jurisdiction of the National Geographic Institute.
If you choose the “Send by post” option (without “Track and Trace”) when ordering, shipping will take place at your own risk. If you do not receive the order or it is damaged, we can only send you a confirmation via email that we definitely sent the cards and in good condition, but we cannot provide you with any barcode or delivery number. If the items delivered are not the same as the ones you ordered, you can still get in touch with us of course. Complaints about orders that did not arrive, were damaged or were incorrect should be sent directly to the sales department at: sales@ngi.be.
We cannot respond to requests to remove private roads from our data. Our legal mission is to reflect the reality on the ground. To do that, we use objective criteria (length, width, etc.), but we do not consider the legal status of the road.
How can you file a complaint?
You can send an email to klachten@ngi.be. The more details you provide, the better we can address your complaint.
You can also send a letter to: National Geographic Institute, Complaint Management – Avenue de Cortenbergh 115 – 1000 Brussels.
What will happen with your complaint?
The complaints coordinator will receive your complaint and send you an acknowledgement. He will prepare a sheet containing the dates when the complaint was sent and received, the problem, the complainant’s contact information and the follow-up of the complaint. He will then handle the complaint carefully and seek an appropriate solution.
In principle, we will send you a reply within five working days of receiving the complaint. If that is not possible, the complaints coordinator will let you know how long it is likely to take.
We will not handle anonymous, offensive complaints or complaints that have nothing to do with the National Geographic Institute.
Not satisfied?
If you feel we have not handled your complaint properly, you can appeal to the Federal Ombudsman: https://www.federaalombudsman.be/en/homepage