www.mrsrosehip.com appreciates the satisfaction of our clients. Our studio will make every effort to provide you with the best possible service. Nevertheless, it may happen that you are dissatisfied with a certain aspect of our service. Below you will find what you can do.
If you are dissatisfied with the formation and execution of an agreement, the quality of our services or the price we request you to submit your objections to Roos van Put (roosvanput@mrsrosehip.com or +31 6 11 31 57 54). However, you can also turn to Mr. Ivo Janssens, lawyer, the complaints officer (janssens@delissenmartens.nl). Our studio will treat a complaint according to a procedure, which is described in our studio complaints procedure. You can find our studio complaints scheme on our website.
We will try to find a solution to the problem that has arisen as soon as possible in cooperation with you. We will always confirm this solution to you in writing. You will be able to receive our written response on your complaint within four weeks. Should we unexpectedly deviate from this period, we will inform you in good time, stating the reason and the period within which you can expect a response from us.
If you have a complaint, please let us know, we appreciate it very much. You can be assured that we will take all well-founded complaints into the evaluation of our studio and will do our utmost to prevent any repetition.
The complaints procedure reads as follows:
Article 1 definitions
In this complaints regulation the following definitions apply:
Complaint: every written expression of dissatisfaction by or on behalf of the client vis-à-vis the studio or persons acting under its responsibility about the realization and performance of an agreement, the quality of the service or the price.
Complainant: the client or his representative who makes a complaint known.
Complaints officer: the person who is responsible for handling the complaint.
Article 2 scope
This complaints procedure applies to every assignment agreement between the studio and the client.
Every employee of the studio is responsible for handling complaints in accordance with the complaints procedure.
Article 3 objectives
This complaints regulation aims to:
- Establishing a procedure to handle complaints from clients in a constructive manner within a reasonable period of time.
- Establishing a procedure to determine the causes of customer complaints.
- Maintaining and improving existing relationships through good complaints handling.
- To train employees in client-oriented response to complaints.
- Improve the quality of the services by means of complaint handling and complaint analysis.
Article 4 knowability of complaints procedure and other bodies
This complaints procedure has been made public via the website. When entering into the assignment contract in the order confirmation, the employee points out to the client that the studio applies a complaints procedure and that it applies to the service provision.
Complaints as referred to in Article 1 of these complaints regulations that are not resolved after handling can be submitted to a disputes committee or the competent court.
Article 5 internal complaint procedure
The studio ensures that the complaint is passed on to the complaints officer.
The complaints officer informs the person about whom the complaint is made and gives the complainant and the person against whom the complaint has been made an opportunity to explain the complaint.
The person about whom the complaint has been made will try to find a solution together with the client, with or without the intervention of the complaints officer.
The complaints officer handles the complaint within four weeks of receipt of the complaint or informs the complainant of the deviation of this period, stating the reasons, and specifying the period within which a decision on the complaint is given.
The complaints officer informs the complainant and the person about whom the complaint is made in writing of the opinion on the validity of the complaint, whether or not accompanied by recommendations.
If the complaint has been handled satisfactorily, the complainant, the complaints officer and the person who is the subject of the complaint will sign the decision on the merits of the complaint.
The complaints officer's judgment is binding on our studio. Any consequences will be handled quickly by us.
Article 6 confidentiality and free complaint handling
The complaints officer and the person who is the subject of the complaint will observe confidentiality during the complaint handling.
The complainant does not owe any compensation for the costs of handling the complaint.
Article 7 responsibilities
The complaints officer is responsible for the timely handling of the complaint.
The person who has been complained about keeps the complaints officer informed about possible contact and a possible solution.
The complaints officer keeps the complainant informed about the handling of the complaint.
The complaints officer keeps the complaint file.
Article 8 complaint registration
The complaints officer registers the complaint with the complaint subject.
A complaint can be divided into several topics.
The complaints officer periodically reports on the handling of the complaints and makes recommendations to prevent new complaints and to improve procedures.
At least once a year the reports and the recommendations are discussed internally and presented for decision.