Complaints Management Policy

Quality as a priority

Preface

We value satisfied relationships and we therefore always work on the quality of our services.

Wherever people work, mistakes can be made and misunderstandings can arise. If you are dissatisfied with one of our employees, with our services or with any aspect of our organization, we invite you to let us know as soon as possible. We take your comments very seriously and, where desirable, we look for a suitable solution with you.

Solve complaint by telephone

Often complaints are best solved during a good conversation (by telephone or in person); we therefore request that you first contact us for telephone consultations about the problem or to make an appointment.

If the complaint concerns a specific person, it is preferable that you first try to find a solution with that person. If this does not work or if you have reasons not to do so, you can also contact Ms Veenhuis.

Formal written complaints procedure

If your problem with a conversation is not resolved or you think the complaint is not suitable for a conversation, you can formally submit the complaint in writing. You can then send the written complaint to Mrs Veenhuis.

You can also choose to pass on the complaint by telephone to one of our employees. State explicitly that you wish to have the complaint handled via the official complaints procedure. The employee will then complete the complaint form during the telephone conversation; you will receive two copies of this. We request that you return one signed copy.

Expiry procedure

The procedure is then as follows: Mrs Veenhuis will deal with your complaint as soon as possible and will consult with you and the other parties involved in order to reach a satisfactory solution. If she fails to respond to the content within a few days, she will in any case confirm the receipt of your complaint within a few days. In most cases, she will also contact you to discuss further steps. You may also be asked for a further explanation or further information.

The objective is to deal with your complaint within three weeks. If this is delayed, you will be informed of the reason for this and will also be kept informed of the progress of the procedure. You will of course receive a written confirmation of the outcome of the procedure after completion.

Other aspects of the complaints procedure

Partly in connection with professional regulations, all aspects of the handling of your complaint will be recorded. The information will of course be handled carefully and confidentially.

In certain situations it may be necessary to seek external advice from professional independent bodies. By submitting your formal complaint, you are therefore asked for permission to make (copies of) relevant documents available to those experts.As usual with us, we ask them to sign confidentiality.

Finally: if you have a complaint and let us know, we greatly appreciate it. After all, you are giving us a second chance. You can be assured that we will include all legitimate complaints in the evaluation of our organization and do our utmost to take measures to minimize the recurrence of the problem in question.

We hope for a good further relationship and cooperation.

The management of Audit Next BV

* Mrs. Veenhuis has been designated as responsible for the quality aspects of the organization, and therefore also the first point of contact for handling complaints.