Complaints Procedure

As an office, we do everything we can to provide you with the best and correct service possible. Despite our efforts, it may still happen that a mistake is made (nothing human is strange to us) or that you are not satisfied with our organization for other reasons. If this is the case, we invite you to let us know. We assume that your complaint is made in good faith and reflects genuine and well-founded concern. We will therefore treat your complaint very seriously. Furthermore, your complaint gives us the opportunity to correct any errors and improve our services where possible.

Many complaints arise from misunderstandings, which can often be corrected in a good conversation. A conversation is therefore our preference. Moreover, this also allows us to gain a better idea of ​​the nature of the complaint and how it came about.

If the problem cannot be solved in this way or if you do not find a conversation desirable, you can submit the complaint formally in writing. You can use our complaints form, which you can download from our website. You should then address this to our director Mr Al Taeeno. We aim to respond substantively to the complaint within 10 working days. If this takes longer due to circumstances, you will always be notified and we will inform you about the further procedure.

Finally, we would like to inform you that, with a view to professional regulations, we record complaints and include them in the evaluation of our quality system. It goes without saying that we will handle the information carefully and confidentially.