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COMPLAINTS PROCEDURE

Berkenrode Audit B.V. stands for quality and client satisfaction.

Despite all precautions taken, there might be a chance that our work was not carried out to the satisfaction of the client, which we highly regret. In that case we would like the client to address to the employee concerned, or that employees responsible executive accountant to get to a suitable solution.

If the complaint is not resolved satisfactorily, Berkenrode Audit B.V. acknowledges the importance of having a complaints mechanism to improve service and to take necessary action altering procedures, instructions or regulations.

Objective and Reach

The complaint mechanism’s objective is to give the client the opportunity to submit complaints about the work of the responsible executive accountant and employees of Berkenrode Audit B.V., might complaints not be resolved satisfactorily in mutual consultation. The procedure is given notice of with the order confirmation.

Responsibility of the Quality Controller / Quality Manager / Daily Management

The quality controller and the quality manager are responsible for registration of complaints and will discuss treatment and publication of complaints about the work of the responsible executive accountant and employees of Berkenrode Audit B.V. with daily management.

Formal Written Complaints Mechanism

A complaint must be submitted in writing. Berkenrode Audit B.V. is not obliged to take on verbal or anonymous complaints. The form for submitting formal complaints can be downloaded from our website or requested through our secretariat.

​Completed complaint forms are to be submitted at:

Berkenrode Audit BV

Herenweg 133, 2105 MG in Heemstede

To the Quality Controller / the Quality Manager

Your complaint will always be treated in strict confidence.

If preferred, your complaint will be treated anonymized while the management deploys protection of the complainants legal position.

Complaints Receipt

Our quality controler the quality manager will contact you about the complaint within one week. Complaints not meeting the formal complaints mechanism do not have to be taken into account by Berkenrode Audit B.V.

Complaints Procedure

Our quality controler the quality manager will contact you about the complaint within one week. In the process we will strive to find the best possible solution acceptable to both parties. If preferred the final handling of the complaint will be evaluated in written report.

 

We strive to treat your complaint satisfactorily within six weeks. Should the treatment take longer, you will substantiated be notified within six weeks, with an indication of time to complete the treatment. By choosing our complaints mechanism, the right to subject the complaint to the complaints committee of our professional organization NBA is rejected. Would the complaint not be handled satisfactorily you can subject a complaint about the treatment at the Chamber of Accountants, an independent third authority.

Registration of complaints

Your complaint can give rise to improve our service and to take necessary action altering procedures, instructions or regulations. This way customer satisfaction will be increased. Complaints and reports will be registered and kept for at least 7 years.

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