As part of our aim to provide high-quality services we have improvement and complaints procedures in place. If you are dissatisfied with our services, or if you have suggestions on how to improve them, we look forward to hearing from you. You can send a complaint or suggestion to:
NielenVanDeLaar accountants B.V.
Improvements and Complaints
You can also send an email to firstname.lastname@example.org or use the contact form.
All reports are treated confidentially and the sender’s personal details are protected.
Handling of complaints
A person who files a complaint receives confirmation within one week of the receipt of the complaint, plus further information on the complaint procedure. Within two weeks of receipt of the complaint, a meeting is held with the person who filed it. The meeting serves to establish whether the complaint can be dealt with by mediation and to ascertain to what extent it requires further handling. If the meeting leads to a useful solution for the person who filed it, the complaint is regarded as settled. The person who filed it and the person against whom the complaint was directed are informed of this in writing.
In cases in which discussion or mediation does not lead to a suitable solution for the person submitting it, handling of the complaint is continued. The management board initiates an investigation of the complaint and depending on its nature, enlists any necessary experts. The management board sends written notification of its findings to the person who filed the complaint, stating reasons, within 8 weeks of the initial receipt.
Suggestions for improvements
Since we take the quality of our services seriously and are continually looking for ways to improve them, we also welcome suggestions for possible improvements. The person submitting the suggestion receives confirmation of receipt within one week, and we get in touch with him or her to discuss how the suggestion can be of help to NielenVanDeLaar. After this meeting, the person is informed of how the suggestion was evaluated and how it has led or will lead to adjustment of our services.