Complaints form and policy

Complaints policy

Koenen en Co recognizes the importance of a complaints policy in improving service delivery and taking measures where necessary to adapt procedures, working methods, instructions or rules.

If you feel that our work has not been carried out such that it meets your requirements or are dissatisfied with (one of) our staff, that can result in a complaint. We assume that you have looked for a solution acceptable to both parties in consultation with those directly involved, but this has failed. This complaints procedure provides for that situation. You can submit your complaint to the Executive Board of Koenen en Co or Koenen en Co Controle B.V.

You can make your complaint known to us by filling in the complaints form and sending it to:
Koenen en Co, Postbus 5515, 6130 PM Sittard, for the attention of the Executive Board.
Naturally, you can also e-mail it.

If you wish, the complaint will be dealt with anonymously and the Board will do all it can to protect the plaintiff’s legal position. Please be sure to state that need explicitly in the complaints form.

A member of the Executive Board will contact you about your complaint within one week. As we deal with it, we will do our utmost to look for a solution acceptable to both parties. On request, your complaint will be rounded off in writing in an evaluation report. We will always strive to deal with your complaint to your satisfaction.

Your complaint may also be reason for us to improve our service delivery and, where necessary, adapt procedures, working methods, instructions or rules. Ultimately, that will produce higher customer satisfaction.

For execution of assurance assignments, Koenen en Co has concluded a cooperation agreement with Koenen en Co Controle B.V. If your complaint concerns the services rendered by the company with whom we have concluded that cooperation agreement, Koenen en Co will make sure that your complaint is dealt with carefully.