Complaints procedure

Goal

The purpose of the complaints procedure is to structure the process of handling complaints within the organization. Through this structuring, customer complaints (both internal and external) must be received, registered, handled, and evaluated in such a way that:

• the customer is still satisfied as much as possible;
• Recurrence of the complaint is prevented.
• Complaints will be treated confidentially at all times.

Procedure for handling a complaint

1. The customer (complainant) who has a complaint must submit it by email (ln.tnagal@gninnalpto be submitted with a clear explanation of what the customer is dissatisfied with within two (2) weeks after the complaint arose. If documentation is available, a copy of it must also be attached by the customer (complainant). Original documents will not be returned. Only complaints submitted by email will be processed.
2. The complaint is registered in the complaint registration system for at least 2 years.
3. The recipient of the complaint will send an acknowledgment of receipt (within 5 working days), as well as a timeframe within which the complaint will be handled (minimum 6 weeks, maximum 3 months). If required, further information will be obtained from the customer or an appointment will be made to discuss the matter. Once the recipient has gathered sufficient information, a decision regarding the complaint will be made following internal consultation. If possible and necessary, an appropriate solution will be proposed to the customer (the complainant). If the customer (complainant) does not agree with the solution, an appointment will be made for clarification.
   If a longer period (than 3 months) is required to conduct the investigation, the customer (complainant) must be informed of this within 2 working days after this has been established, and the delay must be explained; furthermore, an indication must be given as to when a decision is expected.
4. The recipient also records the solution in the complaint registration system. If the recipient is unable to resolve the complaint themselves, or immediately, it is submitted to the director and the customer (complainant) is informed accordingly. The customer (complainant) will then receive a response within one month regarding the approach/procedure for handling the complaint.
5. The complaint is recorded in the complaint registration system with the following note:

• description of complaint;
• name of complainant;
• Responsible within Lagant;
• solution;
• agreement with customer;

6. If the customer (complainant) has previously submitted a complaint regarding the same subject on which a decision has already been made, this complaint will not be processed again.
7. If the customer (complainant) and Lagant cannot reach an agreement, the customer (complainant) may engage an independent third party. The decision of this independent third party shall be binding on both parties. The independent third party is:
   Privilege
   Jeroen van der Werf
   moc.thcerroov@frewrednav

Determine the cause and resolve the complaint

The handler, if necessary in consultation with the director, determines the possible causes of the complaint after its resolution and assesses whether a structural solution or preventive measures are desirable. Solutions must be recorded in the complaint registration system. The customer (complainant) will be informed of this.

Responsibilities

All employees are responsible for the correct receipt of a complaint. The complaints handler is responsible for the resolution of the complaint. The director is responsible for the analysis and archiving of the complaint and other related documents, and for monitoring the complaint handling process.

Analysis of the complaints

The Director reports periodically to the organization. The Director processes the data and conducts an annual analysis. The Director also makes recommendations to prevent new complaints, as well as to improve procedures.