We want you to be satisfied with our services. If you have a complaint, please tell us so we can address it carefully and independently.
1. Contact us first
Contact your usual adviser as soon as possible or email info@pureveritas.nl. Many misunderstandings or problems can be resolved directly. Please include the assignment, contact person and a clear description of your complaint.
2. Written complaint
You may submit a complaint in writing within a reasonable period after discovering the issue. We acknowledge receipt and may ask for additional information.
3. Handling
A complaint is assessed by someone who was not directly involved in the matter. We will contact you within ten working days about the next steps and aim to provide a substantive response within six weeks.
4. Outcome
We record our assessment and any improvement measures in writing. If we disagree with you, we explain why. A complaint does not suspend undisputed payment obligations.
5. External options
If you are not satisfied with our response, you may obtain legal advice or contact an appropriate external dispute-resolution body. Your statutory rights remain unaffected.
