THE HANDLING OF COMPLAINTS
What is a complaint?
A complaint is an expression of dissatisfaction about the conduct of a member or employee of Daamen & van Sluis. The complaint should preferably be made in writing. The complaints procedure is not intended for dissatisfaction over an invoice amount that was sent for work carried out. This requires consultation with a partner in the correct manner.
The board of Daamen & van Sluis is responsible for processing, registration and publication of the complaint. If the complaint relates to one of the partners then the compliance officer will handle the complaint. The compliance officer is responsible for overseeing the proper implementation and enforcement of any complaints and the recording thereof. If a complaint relates to the compliance officer, then the deputy compliance officer will handle the complaint in question.
How does it work?
All complaints must be submitted in writing and must make use of a relevant complaint form. Oral complaints are not acceptable, but a complaint may be discussed in an interview together with the compliance officer. If after the interview the complainant and compliance officer agree that a complaint is warranted this will then be recorded in the usual manner. Anonymous complaints are not accepted.
After a complaint form is submitted the compliance officer must acknowledge receiving the complaint within a week. And will also explain the further course of action that will be taken regarding the handling of the complaint. Our aim is to arrive an amicable settlement within six weeks of receiving the complaint. Complaints that are filed after a year of an incident will not be taken into consideration.
The Board will inform the complainant. And after careful consideration of the complaint a written statement will be issued by the compliance officer about the findings of the investigation into the complaint and of any conclusions that it draws. The complainant will also be informed of the possibility to lodge a complaint with the proper authorities, should the settlement of the complaint have not been handled to the satisfaction of the complainant. The Daamen & van Sluis partner or employee concerned shall also be informed of the outcome and handling of the complaint.
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