Complaints Procedure

Complaints Procedure

Our company considers it important to handle complaints openly and carefully. A clear complaints procedure helps us do this. Below you can read how we handle complaints and what you can expect from us.

 

What do we consider a complaint?

A complaint is a formal expression of dissatisfaction about our company or our employees, where you expect a response or a solution. This may relate to a product/item (that we produce), our actions, our failure to act, or the way we operate.
Suggestions and comments intended to improve our work are not considered complaints. However, we do take these seriously and forward them to the appropriate department so they can contribute to improvement.

 

How can you submit a complaint?

We believe it is important that submitting a complaint is simple and accessible. You can therefore make your complaint known to us in various ways: verbally via a contact person or in writing by letter or email.

For quick and correct handling, you can send your complaint directly to the email address of the relevant location:

 

How do we register complaints?

Every complaint is carefully recorded. We document how the complaint is investigated, what the outcome is, and which measures are taken. In this way, we keep the process clear and transparent.

 

How do we investigate complaints?

After receipt, the complaint is investigated. Within 5 working days we make an initial analysis. We look at the facts, the circumstances, possible causes, the seriousness, and any damage. We also check whether similar complaints have occurred before. Based on this, we assess the complaint.

 

How and when will you receive a response?

Every complaint deserves a response. No later than fifteen working days after receipt, you will receive a reply from us stating the outcome of the investigation. We explain what has been established and which measures we may take.

 

How do we resolve complaints?

When a complaint is found to be justified, we do our best to resolve the situation in an appropriate manner. This may include correcting the error made or entering into dialogue to restore trust.

 

How do we prevent complaints from recurring?

We use every complaint as an opportunity to learn and improve. The results and lessons learned are discussed internally so that we can implement structural improvements. In this way, we reduce the likelihood of the same complaint arising again.