Complaint Management

Complaints are a valuable source of feedback and an important tool for business and staff development. Diligent and prompt attention to complaints can help us identify the needs of our clients and stakeholders, understand our business shortcomings, increase client satisfaction and improve overall performance.

A dedicated complaints management officer is handling all complaints in a discrete and confidential way.

All complaints are rated according to their importance and priority. However, independent from the priority, a confirmation of receipt will be sent within two working days.

While anonymous complaints are not encouraged, they are accepted. Plaintiffs are encouraged to provide as much information as possible, which may be of assistance when investigating the complaint. It should, however, be noted that an anonymous complaint might be more difficult to investigate as, for example, further details of the circumstances relating to the complaint might be difficult to be obtained.

To learn more about how we deal with complaints, please see our Complaint Management Procedure flowchart.