Complaint policy

Introduction

At Accent on Audit we strive for the highest quality of service and customer satisfaction. However, it may happen that you are dissatisfied with one of our services or that something does not go as desired. That is why we offer a clear and accessible complaints procedure, so that we can investigate complaints seriously and, if necessary, take measures to implement improvements. We invite you to inform us about this as soon as possible.

What is a Complaints Procedure?

A complaints procedure is an internal policy that enables customers, employees and other stakeholders to express complaints about our services or working methods. The purpose of the procedure is to handle complaints in a fair and transparent manner, so that we can respond quickly and resolve any misunderstandings or problems.

How can a complaint be filed?

Resolving a complaint by telephone
Accent on Audit strives for a personal approach and short lines of communication, we can imagine that you want to discuss your complaint or a misunderstanding directly with the person concerned. The result of a good conversation can provide a satisfactory solution. If this is not the case, an appointment can be made directly or a written complaint can be submitted.

Written complaint by email
Complaints can be submitted easily and confidentially by email. We ensure that every complaint is treated seriously and that a suitable solution is found quickly.

Send an email to: klachten@accentonaudit.nl

Please make sure to include the following information in the email:

A clear description of the complaint, including relevant details.
The date and place of the event to which the complaint relates.
Any parties involved or employees who were involved in the complaint.
Your contact details, so that we can contact you for further explanation or resolution of the complaint.

Procedure
After receiving your complaint, a representative of Accent on Audit will investigate the complaint and contact you to discuss the situation. We aim to provide a suitable solution within a reasonable period of time and to resolve the complaint to your satisfaction. The aim is to handle your complaint within 3 weeks. If this takes longer, you will be informed of the reason for this and will also be kept informed of the progress of the procedure. Of course, you will receive written confirmation of the outcome of the procedure after completion.

File a formal complaint with the NBA
If you are not satisfied with the solution or handling after filing your complaint with Accent on Audit, you can also submit the complaint to the Dutch Professional Organisation of Accountants (NBA). The NBA offers an independent platform for handling complaints relating to the work of accountants and accountancy organisations.

For more information about the NBA complaints procedure and how to file a complaint, please visit the official NBA website: www.nba.nl.

Other aspects of the complaints procedure

Partly in connection with professional regulations, all aspects of the handling of your complaint will be recorded. The information will of course be handled carefully and confidentially. In certain situations, it may be necessary to seek external advice from professional independent bodies. When submitting your formal complaint, you will therefore be asked for permission to make (copies of) relevant documents available to those potential experts. As is customary with us, we ask them to sign a confidentiality agreement.

Finally

If you have a complaint and let us know, we appreciate it very much. You can be assured that we will include all complaints in the evaluation of our organization and will do our utmost to take measures to minimize the recurrence of the problem in question. We hope for a good further relationship and cooperation.

Complaint policy