Complaints procedure Schreurs Winters accountants & business advisors

Introduction

Schreurs accountants & business advisors attaches great importance to satisfied customers. Therefore, we are constantly working on quality improvement of our services.

When work is carried out, mistakes can be made and misunderstandings can arise. We would like to invite you to let us know as soon as possible if you are dissatisfied with one of our employees, with our services, or with any other aspect of our organisation. We take your comments very seriously and, where necessary, will work together to find an appropriate solution.

Resolving complaints by telephone

Complaints are often best resolved through a good conversation (by telephone or in person); we therefore ask that you first contact us to discuss the problem by telephone or to make an appointment with one of our consultants.

If the complaint concerns a specific person, it is preferable that you first try to reach a solution with the person concerned. If this does not work, or if you have reasons for not wanting to, you can also contact Mr. J.P.M. Schreurs (if it concerns his functioning, you can also ask for Mr. R.J.M. Schreurs).

Formal written complaints procedure

If a discussion does not solve your problem or if you feel that the complaint is not suitable for a discussion, you can submit the complaint formally in writing. This can be done using the form that you can request from our secretariat; you can then send the completed form to the attention of Mr. J.P.M. Schreurs (again, if Mr. J.P.M. Schreurs is involved in the matter himself, please send the form to the attention of Mr. R.J.M. Schreurs).

You can also choose to pass on your complaint by telephone to one of our staff members. Please state explicitly that you wish to have the complaint handled through the official complaints procedure. The staff member will then complete the complaint form during the telephone call; you will receive two copies of the form. We request that you return one signed copy.

Conduct of the procedure

The course of events is as follows: Mr. J.P.M. Schreurs (or Mr. R.J.M. Schreurs) will deal with your complaint as soon as possible and consult with you and the other parties involved in order to reach a satisfactory solution. If he does not manage to respond within a few days, he will in any case confirm receipt of your complaint within a few days. In most cases, he will also contact you to discuss further steps. You may also be asked for further clarification or information.

The objective is to settle your complaint within three weeks at the latest. Should this take longer than three weeks, you will be informed of the reason and kept informed about the progress of the procedure. Naturally, you will receive written confirmation of the outcome of the procedure after it has been completed.

Other aspects of the complaints procedure

In the context of professional regulations, all aspects of the handling of your complaint will be recorded. Naturally, the information will be handled carefully and confidentially.

In certain situations, it may be necessary to seek external advice from professional independent bodies. Therefore, when you file your formal complaint, you will be asked for permission to make (copies of) relevant documents available to those possible experts. As is our custom, we will ask them to sign for confidentiality.

Finally, if you have a complaint and wish to let us know, we greatly appreciate it. You can do this by using this complaint form. You are after all giving us a second chance. You can rest assured that we will include all justified complaints in our evaluation of the organisation and will do our utmost to take measures to minimise the recurrence of the problem concerned.

 

We hope for a good, further relationship and cooperation.

 

The management of Schreurs Winters accountants & business consultants

* Mr. J.P.M. Schreurs is co-responsible for the quality aspects of the organisation at Schreurs Winters accountants & bedrijfsadviseurs, and for that reason is also the first point of contact for handling complaints.

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