Complaints and incident procedure
Complaints and incident procedure C. Wang Registered accountant
Preface
C. Wang Registered accountant attaches great importance to satisfied relationships and therefore always works on the quality of our services. Wherever people work, mistakes can be made and misunderstandings can arise. If you are dissatisfied with one of our employees, with our services or with any aspect of our office, we would like to invite you to let us know as soon as possible. We take your comments very seriously and, where desirable, we look for a suitable solution with you.
Solve complaint by telephone
Often complaints are best solved during a good conversation (by telephone or in person). We therefore request that you first contact us for a telephone consultation with your contact person at our office about the complaint 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 does not work or if you have reasons not to do so, you can also contact the management.
Formal written complaints procedure
If your problem with a conversation has not been resolved or you believe that the complaint is not suitable for a conversation, you can formally submit the complaint in writing stating confidentiality and for the attention of our management.
You can also choose to pass on the complaint by telephone. State explicitly that you wish to have the complaint handled via the official complaints procedure. The person who accepts your complaint during the telephone conversation will take the necessary notes. You will receive two copies of this. We request that you return one signed copy.
Expiry procedure
The procedure then follows as follows: the management will process your complaint as soon as possible and consult with you and the other parties involved in order to reach a satisfactory solution. If you are unable to respond to the content within a few days, the receipt of your complaint will in any case be confirmed within a few days. In most cases you will be contacted to discuss further steps. You may also be asked for a further explanation or further information.
The objective is to deal with 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. You will of course receive a written confirmation of the outcome of the procedure after completion.
Other aspects of the complaints procedure
Partly in connection with professional regulations, all aspects of the handling of your complaint will be recorded. The information will of course be handled carefully and confidentially.
In certain situations it may be necessary to seek external advice from professional independent bodies. By submitting your formal complaint, you are therefore asked for permission to make (copies of) relevant documents available to those experts. As usual with us, we ask them to sign confidentiality.
Finally: if you have a complaint and let us know, we greatly appreciate it. After all, you are giving us a second chance. You can be assured that we will include all legitimate complaints in the evaluation of our office and do our utmost to take measures to minimize the recurrence of the problem in question.
Reports following alleged irregularities or incidents
Persons who wish to raise an alleged irregularity within or (also) outside our office, can also report this to the management. This concerns irregularities that may influence the quality of the performance of our work, or suspicions that there is a (potential) involvement of our office and / or its employees in a criminal offense and / or violation of the law. which can damage confidence in our office or in the financial markets. Such reports must be submitted in writing. A report must be submitted in writing, stating the name and address of the reporter, stating confidential and for the attention of our management.
We trust in a good relationship and cooperation.
C. Wang Register accountant
Sources:
BTA article 25, 32, 33.
VAO article 32.
NVAK article 26.
