Regulations for complaints
For Van asselt it is very important to have satisfied clients and therefore we aim to improve the quality of our services. Nevertheless, failures can be made and misunderstandings occur.
In case you are not satisfied about our services, one of our employees or no matter what aspect of our organization, we invite you with emphasis to let us know. We will investigate your complaint and we will search for a suitable solution.
Solve the complaint by telephone
Very often a complaint can be solved during a personal conversation (by telephone or in person). We request you to contact us in order solve your problem by telephone or else to make an appointment. Does the complaint concern a specific person it seems preferable to try to come to a solution with that particular person. Nevertheless in case you prefer another manner to solve the problem you can contact Mr. W.J. Frens (when your problem concerns the functioning of W.J.Frens you can also contact Mr. N.M. van garderen).
Regulation For Complaints
If in your opinion your complaint has not been solved during a conversation or a conversation seems not to be the proper solution to the problem you can follow the written Regulation for Complaints. To follow this procedure you can download the Complaint Form. After you filled out the form you can send it for attention of Mr. W.J. Frens.Does your complaint concern Mr. W.J. Frens you can send it for attention of Mr. N.M. van Garderen.
Nevertheless you can also inform one of our employees about your complaint. On your indication of a complaint the employee will fill out the form for you. You will receive two copies of the form. We request you to return a signed copy to Mr. W.J. Frens.
Procedure
Your complaint will be handled as soon as possible by trying to find a suitable solution. In case Mr. Frens (or Mr. van Garderen) is not able to react on the subject within a few days, he will confirm the receipt of your complaint. Mostly he will contact you in order to discuss further procedure and if necessary to ask for extra information or explanation.
We are aiming to handle your complaint within a period of three weeks. In case this turns out to be impossible you will receive a letter informing you about the reasons of the delay and the progress of the procedure.
After completion of the total procedure you will receive a written confirmation with the results of your complaints.
Aspects related to the procedure of complaint
In connection with the 'Beroepsreglementering' all aspects round the completion of your complaints will be registered. It is clear that this information will be handled conscientious and confidential.
In certain situations it might be necessary to ask external advice with an independent, professional organization. Therefore, together with your complaint you will be asked for permission to make documents available for possible experts. These experts will be asked to sign for confidentiality.
Finally:
In case you inform us about your complaint this will be very much appreciate by Van Asselt. We appreciate you are giving us a second chance. Therefore you can be assured we will consider every reasonable complaint within our company and we will do our utmost to realize that this problem will not happen again.
