Complaints

Where people work, mistakes are made. This does not mean that you have to accept these mistakes. It is also for use important to be aware of them. This way we can correct our mistakes, learn from them and prevent them from happening again. Do you have a complaint about the way we performed our work, or about the invoice? Please submit your complaint in writing for the attention of the management. 

 
You must submit your written complaint within 60 days of receiving the service or invoice to which your complaint relates. Could you not reasonably discover the cause of your complaint until later? Then you must file the complaint within 60 days after you have discovered the cause. If you have filed a complaint, you must still meet your payment obligation.  
 

What do you report when you file a complaint? 

We ask you to include the following information, if applicable: 

• your name, company name and address 
• your (mobile) phone number and/or your e-mail address 
• a clear description of the complaint 
• the name of the firm and/or employee against whom the complaint is directed 
• the reason why you are filing the complaint  
• when the complaint arose (date)  
• circumstances and/or reason for the complaint 

You may send this information to info@volmachtaduits.nl. We will, of course, treat your compliant with attention and care. If you do have a complaint, then at least you know where to go to handle your complaint. 
 

Volmachtaudits handles your complaint/comment in the manner described below: 

• Complaints are always handled confidentially. 
• Within 5 working days of receiving your complaint, we will: either respond by telephone or in writing to resolve the complaint or acknowledge receipt of your complaint in writing. 
• If we initially sufficed to confirm receipt of your complaint, we will resolve your complaint within 10 working days of receipt of your complaint. 
• We will indicate who you are dealing with when responding to your complaint. 
• In our substantive response to your complaint, we will tell you how we intend to handle your complaint. If that is not possible immediately, we will indicate within what time frame we expect the complaint to be handled. 
• If you are of the opinion that your complaint has not been handled according to the above-mentioned method or you do not agree with the handling of your complaint, we will prefer to try to solve this dispute by means of mediation according to the then current regulations of the Dutch Mediation Institute in Rotterdam. 

 
If you do not opt for mediation, or if the dispute is not resolved through mediation either, the dispute, or that part on which we do not yet agree, will be resolved in the manner laid down in the Arbitration Rules of the Netherlands Arbitration Institute in Rotterdam.