Our complaints procedure
At Vermetten | accountants and advisers, we value satisfied customers. We do everything we can to please and help you as well as possible. But wherever work is done, misunderstandings can occur or mistakes can be made. If you are dissatisfied with one of our employees, with our service or with any other issue, we would like to hear from you! We take your experience(s) seriously and will work with you to find an appropriate solution.
RESOLVE COMPLAINT BY PHONE
Often complaints are best resolved over a good conversation, either by phone or in person. We therefore request that you first contact us for a phone consultation or to schedule a personal appointment. If this does not work or you have reasons not to do so, please contact Vermetten's management.
FORMAL WRITTEN COMPLAINT PROCEDURE
If a conversation does not resolve your problem or you feel that the complaint does not lend itself to a conversation, you may file a complaint in writing. This can be done via the complaints form on our website. Of course, you can also choose to communicate the complaint to one of our employees by phone. When doing so, clearly state that you wish to have the complaint handled through the complaints procedure. Our staff member will complete the complaint form for you during the phone call and you will receive two copies. We ask that you return one copy to us.
COURSE OF ACTION
If you have filed a complaint, Vermetten's management will address your complaint as soon as possible. The management will consult with you and others involved to reach a good and satisfactory solution. If it is not possible to respond substantively within a few days, the management will in any case confirm receipt of your complaint within a few days. In most cases, the management will also contact you to discuss further steps. You may also be asked for further clarification or further information. The goal is to handle your complaint within two weeks and, if necessary, to offer an appropriate solution.
OTHER ASPECTS OF THE COMPLAINTS PROCEDURE
Due to professional regulations, all aspects of the handling of your complaint will be recorded. Naturally, we handle the information with care and confidentiality. In certain situations, it may be necessary to seek external advice from professional independent agencies. When filing your formal complaint, you will therefore be asked for your permission to make (copies of) relevant documents available to those experts. Our standard procedure is to ask these experts to sign a confidentiality agreement.
We appreciate it when you share your complaint with us. After all, in doing so you are giving us a second chance. We assure you that we include all complaints in the evaluation of our organisation. We will then do our utmost to take measures that minimise the risk of the problem recurring.
We hope for a good working relationship and association.
Management Vermetten | accountants and advisers