Complaints policy
A complaint is considered to be any statement made by a client in which it is expressed that their expectations regarding the product delivered by B.A. van Doorn does not correspond with the result. This shouldn't be a case of misinterpreted or incomplete information where the complaint can be easily resolved. It must be clear that the statement is serious and justifies the attention of the management of B.A. van Doorn
The complaint is handled by a person who was not involved in the situation to which the complaint relates. The management of B.A. van Doorn has designated the Compliance Officer as the person responsible for complaints. If the complaint concerns the Compliance Officer, a member of the management of B.A. van Doorn will be the person responsible for handling the complaint.
Submitting a complaint
Complaints can be submitted by telephone, in writing or electronically. A complainant may submit the complaint directly to the person responsible for complaints or to another B.A. van Doorn employee. If the complaint is not submitted directly to the Compliance Officer, the employee must forward the complaint to the person responsible for complaint handling.
A written or electronically submitted complaint must be signed and include at least:
- the name and address of the complainant;
- the date;
- a description of the event to which the complaint relates.
The description in the third bullet must be sufficient, in the opinion of the Compliance Officer, to make a proper assessment of the complaint.
If the complaint is submitted by telephone, the Compliance Officer will ask the complainant to submit the complaint in writing or electronically, in accordance with the above requirements.
B.A. van Doorn has the right not to consider a complaint, even a repeated one, if it is not submitted in accordance with the requirements stated above.
If the complaint relates to the actions of a person, the Compliance Officer may inform that person of the complaint that has been submitted. If the complainant does not wish this, they must notify the Compliance Officer. The Compliance Officer may disregard this objection if he/she deems it necessary for the proper handling of the complaint.
Handling a complaint
B.A. van Doorn is not obliged to handle a complaint if the complaint relates to a situation that occurred more than one year prior to the submission of the complaint. The complainant will be informed in writing as soon as possible that the complaint will not be handled (no later than four weeks after receipt of the complaint).
If the complaint is taken into consideration, the person responsible will confirm this in writing to the complainant.
Simple complaints will be handled within six weeks after the complaint has been submitted, by means of a written response to the complainant. Complex complaints will be handled within three months of submission, also by means of a written response to the complainant. In the written confirmation as described above, the person responsible for complaints will classify the complaint as either simple or complex and inform the complainant within which period it will be handled.
If it becomes clear that the above-mentioned period cannot be met, the complainant will be informed. The reason for the delay and the new deadline for the response must be provided.
The person responsible for the complaint:
- will collect and review the file to which the complaint relates and all other relevant information;
- may request additional information from the complainant;
- will study the file and the additional information and compare these with the arguments of the complainant;
- may discuss the file with a member of the management as a check on his/her own interpretation; and
- will form an opinion and record this viewpoint with the reasoning in the complaint file.
Resolution of a Complaint
The person responsible for complaints will inform the complainant in writing of the position on the complaint, on behalf of B.A. van Doorn.
If the complainant disagrees with the position of B.A. van Doorn, the complainant may notify B.A. van Doorn in writing.
If the discussion between the complainant and B.A. van Doorn does not lead to a solution accepted by both parties or if there is continued disagreement, the person responsible for complaints will inform the complainant of the option to submit a complaint to the Financial Services Complaints Institute (Klachteninstituut Financiële Dienstverlening - KiFiD) within a period of three months after the resolution of the complaint (KiFiD regulations), or to submit the complaint to the competent court within three months.
Management of a Complaint
The person responsible for complaints must ensure that at least the following information is included in the complaint file of the complainant:
- name and address details of the complainant;
- date on which the complaint was submitted;
- name of the person responsible for complaints;
- description of the complaint;
- date and method by which the complaint was resolved;
- correspondence carried out regarding the complaint;
- status of the complaint (under review / resolved).
Complaint files are retained for at least one year after the complaint is resolved by the person responsible for complaints on behalf of B.A. van Doorn.
All complaints (submitted, addressed, and resolved) are registered centrally in the B.A. van Doorn complaints register.
