Complaints Procedure

What is a complaint?

A complaint is an expression of dissatisfaction about the behavior of a partner or employee of Daamen & van Sluis. The complaint should preferably be made in writing. The complaints procedure is expressly not intended for dissatisfaction about the amount of the invoice sent for work performed. Consultation with the partner in question is the right way to do this.

Responsibility?

The board of Daamen & van Sluis is responsible for the handling, registration and publication of the complaint. If the complaint concerns one of the partners, the compliance officer will take care of this. The compliance officer is responsible for monitoring the correct implementation and compliance with the complaints procedure and its registration. If the complaint concerns the compliance officer, it will be handled by the replacement compliance officer.

How does it work?

A complaint is submitted in writing using the relevant complaints form. Complaints expressed orally will not be processed as a complaint, but can be explained in a conversation with the compliance officer. If a conversation between the complainant and the compliance officer gives rise to this, a complaint form will be submitted in the usual manner. An anonymous complaint is therefore not possible.

How further?

After completing the complaint form, the compliance officer will respond within a week with confirmation of receipt of the complaint. The further course of the handling of the complaint is also indicated. The aim is to reach an agreement within 6 weeks of receipt of the complaint. Complaints submitted one year after action will not be processed.

End?

After handling the complaint and ruling, the board will inform the complainant in writing and with reasons of the findings of the investigation into the complaint by the compliance officer, as well as any conclusions it draws from it. The complainant is also informed of the possibility of submitting a complaint to the competent authorities if the complaint has not been resolved to the complainant’s satisfaction. The partner or employee of Daamen & van Sluis involved will also be informed about the outcome and handling of the complaint.

You can make your complaint known by completing the form below.