Complaints Procedure AudIT-Sure B.V.

AudIT-Sure B.V. recognises the importance of a complaints procedure in order to improve its services and, where necessary, take measures to adjust procedures, working methods, instructions or regulations.

If, in your opinion, the performance of our work does not meet the required standards, or if you are dissatisfied with one or more of our employees, this may give rise to a complaint. We assume that you have first attempted, in consultation with the persons directly involved, to arrive at a solution that is acceptable for both parties, but that this has not been successful. This complaints procedure then applies: you can submit your complaint to the Compliance Officer.

You can submit your complaint by sending a fully completed complaints form to: AudIT-Sure B.V., Attn. Compliance Department, Mercurion 3, 6903 PX Zevenaar, the Netherlands. Your complaint will always be handled confidentially.

If you so wish, the complaint will be handled anonymously and the management will make every effort to protect the legal position of the complainant. Please explicitly state this wish in the complaints form.

Within one week of receiving your complaint, the Compliance Officer will contact you. During the handling process, we will do our utmost to find a solution that is acceptable to both parties. If you wish, your complaint will be formally concluded in a written evaluation report.

We aim to handle your complaint to your satisfaction. We will finalise your complaint within 6 weeks. If more time is needed to carry out an investigation, you will be informed of this within 6 weeks, and we will explain the reasons for the delay. In such cases, we will also indicate when we expect to be able to provide a final response.

Your complaint may also give us cause to improve our services and, where necessary, to take measures to adjust procedures, working methods, instructions or regulations. Ultimately, this leads to higher client satisfaction. Complaints and the way they are handled are recorded and kept for at least 7 years.