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PrintYou are now on our page where the complaints procedure for clients, potential clients and associates of Tax Consultants Ltd. is described.
Our vision on providing service:
We are a professional business service provider. The importance of the customer is our priority and we are rather keen to keep our clients happy. This applies in particular also if something goes wrong in providing service or communication. We strive for the highest possible quality of services, however, where people work, mistakes can be made and misunderstandings can occur.
If you are dissatisfied with our services, about any of our employees or any other aspect of our organization, we invite you to let us know. We take your complaint and/or comment very seriously and will look for an appropriate solution or we will take internal measures to prevent such complaints in the future.
Complaints procedure:
TCI has a complaints committee. The complaints committee is chaired by one member of the board of directors. The starting point is that your complaint is handled by another person than your direct contact and/or the person whose conduct or communication is part of your complaint, even if it concerns a member of the board of directors.
You can choose to submit your complaint by phone or in writing. Our experience shows that many complaints can be solved during a conversation with your direct contact person (by phone or in person).
But you can of course also submit your complaint in writing. To understand your complaint, we will ask you to supply us with information and eventual written documents by completing the complaint form on our website. The complaint procedure that follows subsequently is described step-by-step below.
Procedure:
Step 1: completing and filing the complaint
We have developed a standard form for submitting your complaint.
This form aims to identify the nature of your complaint; the relevant circumstances that you feel give rise to a complaint and the solution that you deem appropriate for your complaint.
You can fill out the form online on our website by clicking this link: complaint form.
You must provide at least the following information:
Ø Your name and address;
Ø A clear description of the conduct against which the complaint is lodged.
If you want to submit pieces in writing, then you can upload them at the indicated section in the complaint form.
Anonymous complaints are not possible.
Step 2: the acknowledgement confirmation
After receiving the complaint form you will receive an acknowledgment from us within 3 working days.
If you do not receive an acknowledgment, something obviously went wrong with the electronic transmission of the complaint form. We ask you to submit your complaint again via the website. Failing a response, please address your complaint to us in another way in writing. Your written complaint will be similarly dealt with as a standard complaint form.
From the moment the acknowledgment is sent to you until the moment that you have received a decision by the complaints committee, any pending collection measure in relation to an invoice(s) that are part of your complaint will be suspended.
Step 3: the assessment of the admissibility of your complaint.
After sending the acknowledgment we will first consider whether your complaint is admissible (thus if it fits within the scope of our complaints procedure).
Your complaint is only admissible if it adheres to the following conditions:
- you are a client, potential client or a relation of our company
- you have a complaint about the services provided by our company, the conduct or communication by our employees or about an invoice;
- if your complaint pertains to an invoice, then the invoice may not yet have been given to a collection agency. The deadline for handing an invoice over to a collection agency is normally 30 days after the invoice date
- you are able to substantiate your complaint with arguments and (preferably) written documents
- you are open to a solution where the reasonable interests of all parties are taken into account.
Upon receipt of your complaint the complaints committee will review if your complaint is clear enough or if additional information or documentation is required to assess the substance of your complaint.
You will receive notification from us in writing (preferably via e-mail) within 5 working days after sending the acknowledgment whether we deem your complaint admissible and which (additional) information or documentation we would like to receive to be able to process the substance of your complaint.
Step 4: evaluating the substance of your complaint
The substantive review of your complaint is done by the complaints committee.
In assessing your complaint, all relevant facts and circumstances are taken into consideration and our involved person or persons will be consulted as well.
The information will of course be dealt with carefully and confidentially.
Step 5: the decision on your complaint
We aim to finalise the processing of your complaint within 30 working days after sending the acknowledgement thereof. This period is extended with the time it took to obtain the additional information or documentation from you. If the period is extended, you will be informed about the reason and be kept informed of the progress of the proceedings.
Upon completion of the procedure you will receive a written confirmation, preferably by e-mail, of the outcome.
The written confirmation contains:
- a summary of your complaint,
- a list of the assessed documents,
- a motivated and reasoned response to your complaint,
- a proposal by the complaints committee regarding the resolution of your complaint.
If your complaint is granted, the resolution of the complaint can consist of:
If you do not agree with the decision of the complaints committee:
At the resolution of your complaint, you can react at once in writing, reply preferably by e-mail, if you believe that the facts have not properly been displayed. Your response should include a factual basis of your objection, preferably supported with documentary evidence. The decision of the complaint committee itself cannot be disputed.
An objection against the decision by the complaints committee has no suspensive effect on the recovery of our invoices.
If you disagree with the resolution of the complaint:
TCI is a member of the Dutch Association of Tax Advisors (NOB) and is subsequently bound by the Rules of Professional Conduct and the Special Code of Conduct of the NOB. The Rules of Professional Conduct and the Special Code of Conduct of the NRB can be downloaded from the website of the NOB (http://www.nob.net/Reglementen en Statuten NOB).
If you do not agree with the resolution of your complaint, you are at liberty to lodge a complaint against us at the Dutch Association of Tax Advisors. A complaint by the Dutch Association of Tax Advisors has no suspensive effect on the recovery of our invoices.