Introduction
Goed Geregeld believes in strong relationships and we therefore always work on the quality of our services. However, where work is done, mistakes can be made and misunderstandings can arise. If you are dissatisfied with one of our employees, with our services or with any other aspect of our organization, we invite you to let us know as soon as possible.
We take your comments very seriously and, where needed, we will look for a suitable solution with you.
Resolve complaint by phone
Often complaints can best be resolved during a good conversation (by telephone or in person); we therefore request that you first contact us for a telephone consultation about the problem or to make an appointment.
If the complaint concerns a specific person, it is preferable that you first try to find a solution with that person. If this is not possible or if you have reasons not to do so, you can also contact Per Kroon, Joost van der Neut or John van Zijl.
Formal written complaints procedure
If your problem has not been solved with a conversation or if you think the complaint is not suitable for a conversation, you can formally submit the complaint in writing. This can be done via the form that you can request from our secretary. You can then send the completed form to the attention of Per Kroon, Joost van der Neut or John van Zijl.
You can also choose to pass on the complaint by telephone to one of our employees. State explicitly that you want the complaint to be handled through the official complaints procedure. The employee will then fill in the complaint form during the telephone conversation; you will receive two copies of this. We request that you return one signed copy.
Next steps procedure
Per Kroon, Joost van der Neut or John van Zijl will deal with your complaint as soon as possible and consult with you and the other parties involved in order to achieve a satisfactory solution. If they are unable to respond within a few days, they will confirm receipt of your complaint. In most cases, they will also contact you to discuss further steps. You may also be asked for a further explanation or further information.
The goal is to handle your complaint within three weeks. If this is delayed, you will be informed of the reason for this and will also be kept informed of the progress of the procedure. Of course you will receive a written confirmation of the outcome of the procedure after completion.
Other aspects of the complaints procedure
In accordance with 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 obtain external advice from professional independent bodies. By submitting your formal complaint, you will therefore be asked for permission to make (copies of) relevant documents available to any experts. As usual with us, we ask them to sign for confidentiality.
Finally: if you have a complaint and let us know, we appreciate it very much. After all, you are giving us a second chance. You can be assured that we include all well-founded complaints in the evaluation of our organization and do our utmost to take measures to minimize the recurrence of the problem in question.
We hope for a good further relationship and cooperation.
The management of Goed Geregeld Accountants en Belastingadviseurs B.V.
