Horlings recognises the importance of a complaints procedure for improving the services it provides and taking measures if necessary to adapt procedures, operating procedure, instructions or regulations.
You may feel the need to complain if you believe that the execution of our work fails to satisfy requirements or you are dissatisfied with (one of) our employees. We assume that you will already have sought a solution that is acceptable to both parties with those directly involved, but that you have been unsuccessful. If this complaints procedure fails to resolve this situation, you can submit your complaint to the Compliance Officer.
You can notify us of your complaint by sending a fully completed complaints form to: Horlings, attn. Compliance department, P.O. Box 53045, 1007 RA Amsterdam. Your complaint shall be handled confidentially at all times.
If you wish, the complaint shall be handled anonymously and the board shall act to protect the complainant’s legal position. Please state this wish explicitly in the complaints form.
The Compliance Officer shall contact you about your complaint within a week. During the handling process, we shall try to find a solution that is acceptable to both parties as far as possible. Your complaint shall be settled in writing in an evaluation report if you wish. We shall strive to handle your complaint satisfactorily. Your complaint shall be settled within six weeks. If longer is needed to conduct the investigation, you shall be notified within six weeks, explaining our reasons for the delay. In the event of this delay, we shall indicate when we expect we’ll be able to give a final decision.
Your complaint may result in us improving our services and taking measures if necessary to adapt procedures, operating procedures, instructions or regulations – which will ultimately result in a higher level of customer satisfaction. Complaints and the way they are settled are recorded and stored for at least seven years.
If you opt to have complaints handled through our office, you may no longer contact the Complaints Committee that forms part of our professional organisation, NBA. If you are not satisfied about the way in which we have settled your complaint, you may submit the complaint to the Accountantskamer, an independent third party.
