We stand for good quality service, therefore we find the satisfaction of our clients crucial. In the framework of quality assurance, we ask you to submit a complaint if you are dissatisfied with our services.
We will do everything we can to deal with your complaint satisfactorily. By submitting a complaint, you will also help us improve our work processes and services and in this way prevent any dissatisfaction in the future.
We provide the following procedure for submitting a complaint. We treat all complaints in the same way:
a. First communicate your dissatisfaction verbally
Firstly, express your dissatisfaction verbally to the person who provided you the service. Our employees are obliged to immediately notify you how they will deal with your complaint.
b. Submit a written complaint
If no verbal agreement is reached, you can submit a written complaint to the Fakton Compliance Officer. The complaint must be clearly formulated with a clear foundation of your point of view and please include all relevant documents if this is necessary to clarify your complaint.
Anonymous complaints will not be handled. You can send your complaint via e-mail or regular mail to the following address:
PO Box 30188
3001 DD Rotterdam
c. Handling complaints procedure
Within a week of receiving your complaint, we will send you a written receipt of confirmation. In this confirmation, you will be informed of who is dealing with your complaint and when we expect your complaint to be assessed.
The person dealing with your complaint may contact you during this process to obtain more information or clarification regarding your complaint. If necessary, this person will consult experts or will talk to other parties that are involved. After your complaint is handled, you will receive a well-founded response.
We aim to handle your complaint within 28 days of sending the receipt and inform you of our assessment of the complaint. Due to the complexity of cases or the availability of people, this time limit may not suffice. In such cases, you will be informed of the progress.
d. After your complaint has been dealt with
We will do everything we can to deal with your complaint satisfactorily. However, if you do not agree with our response or if you have any grievance as to how the complaint was handled, you can submit the complaint to the Court of Arbitration for the Construction Industry. The Court of Arbitration for the Construction Industry can be reached at the following address:
Postal Box 19290
3501 DG UTRECHT
T: 030-2 343222
F: 030-2 300125
e. Quality assurance complaints procedure
In Fakton, Mr. G.M. Thomassen MSc RT is the Compliance Officer and supervises compliance with the complaint procedure. If the Compliance Officer responsible for your case or complaint is busy or is not available, Mrs. A. van Eldonk will replace him.