Conditions
We do everything to serve you well. However, in the unlikely event that something does not go according to plan, you can make your opinion known via our:
- Complaint Procedure
General
Test it @ home values satisfied customers and therefore we are continuously working on the quality of our services. If, despite this, you are dissatisfied with one of our employees or our management, with our services or any other aspect of our organization, we expressly invite you to let us know as soon as possible. For this purpose, we have drawn up a complaints procedure.
The purpose of our complaints procedure is primarily to resolve complaints from clients, from our own employees or from other interested parties, to everyone’s satisfaction. In addition, the purpose of our complaints procedure is to learn from the complaints and, if necessary, to make changes to the internal control system of our office to prevent (new) complaints.
We assume that reports are made in good faith and express genuine and well-founded concerns. All reports are carefully reviewed by us.
How do you file your complaint?
You can submit your complaint as follows:
- Verbally to your relationship manager or to the management;
- Digitally via the site www.testitathome.eu (by clicking here you can download the complaint form);
- In writing to the management.
What do you report when you file a complaint?
We ask that you report the following information, if applicable:
- Your own name, company name, address, (mobile) telephone number and/or e-mail address;
- A clear description of the complaint, including all relevant facts and circumstances;
- The name of the employee;
- The reason why you are filing the complaint.
How will your complaint be handled?
We will handle your complaint in the manner described below:
- Within 5 working days of receipt of your complaint,
- the management will either respond in writing to settle the complaint and, if possible, offer a satisfactory solution,
- or confirm receipt of your complaint in writing;
- If confirmation of receipt of your complaint is sufficient in the first instance, the management will, within 10 working days of receipt of your complaint, settle your complaint and, if possible, offer a satisfactory solution;
- In responding to your complaint, the management will indicate who or which department of our office was responsible for handling your complaint;
- In our substantive response to your complaint, the management will indicate to you the manner in which the management intends to handle your complaint. If this is not possible immediately, the management will indicate the period within which it expects the complaint to be dealt with.
Other aspects
The management will ensure that the position of the client, the employee or other interested party who has reported a complaint in accordance with the provisions of these regulations will not be disadvantaged in any way as a result.
Partly in connection with our quality requirements, all aspects of the handling of your complaint will be recorded. Naturally, the information will be handled carefully and confidentially.
We hope for a good further relationship and cooperation.
The management of Test it @ home
