Complaint procedure

Moore DRV attaches great importance to client satisfaction. That is why we work constantly to optimize the quality of our services.

We are aware, however, that when people work together misunderstandings may arise or mistakes may even be made. If you are dissatisfied with your dealings with one of our staff members, with our service or with another aspect of our organization, we invite you to let us know as soon as possible. We will take your comments very seriously. We will learn from them and, where appropriate, we will work with you to find an appropriate solution.

Resolving complaints by telephone

Complaints are often best dealt with by having a good discussion (by telephone or in person). We therefore ask you to contact us first to discuss the matter by telephone or to make an appointment. If the complaint concerns a specific person, it is preferable if you first try to find a solution with that person. If that is not possible, or if you prefer not to do so for any reason, you can also contact a manager at the branch in question. (If your complaint is about his or her performance, you can of course contact another manager).

Formal written complaint procedure

If your problem is not resolved by a discussion or you believe the matter is not appropriate for discussion, you can submit a formal complaint.

You may also lodge the complaint by telephone with your account manager or one of the managers at the branch concerned. Please make it clear that you want the complaint to be dealt with using the official complaint procedure. The contact person will complete the complaint form during the telephone call. You will receive two copies of the form, one of which should be signed and returned to us.

Remainder of the procedure

After the complaint form has been completed or the complaint has been lodged by telephone, Henk Treure, Jaap Krijger or Marc Heijens will deal with it as quickly as possible and consult you and the other parties involved about how best to reach a satisfactory solution. If the person concerned is not able to provide a substantive response within a few days, he will in any event acknowledge receipt of your complaint within a few days. In most cases he will also contact you to discuss the next steps. You may also be asked to provide more detailed comments or further information. The aim in all cases is to deal with your complaint within three weeks. If more time is required, you will be informed of the reason and kept informed of the progress of the procedure. The outcome will of course be confirmed to you in writing at the end of the procedure.

Other aspects of the complaint procedure

All aspects of the handling of your complaint will be recorded, partly to comply with the regulations governing the profession. The information will of course be handled carefully and confidentially. In certain situations it may be necessary to seek advice externally from independent professional bodies. When you submit your formal complaint, we will therefore request your consent to supply relevant documents (or copies) to any such advisors. In line with our normal practice, we will request them to sign a confidentiality agreement.

Finally, we would like to stress that we appreciate all complaints, as they give us a chance to put things right. You can rest assured that we take all well-founded complaints into account when assessing our organization and that we will do our utmost to prevent any repetition of the problem. We look forward to a continued positive relationship and fruitful cooperation.

Complaint form