We aspire to continuously improve the quality of our service. If you are not satisfied for any reason, we would like to hear from you.
Any questions, suggestions or comments can be sent to firstname.lastname@example.org.
Scope of complaints procedure
Anyone who wants to complain about the professional conduct of Meritable, or of its employees, can submit a complaint about this in the manner described in this complaints procedure.
The following are not regarded as complaints within the meaning of this complaints procedure. Complaints:
If the complaint is not handled, the complainant will be notified of this in writing within four weeks of confirmation of receipt of the complaint and will be notified that the complaint will not be dealt with in substance.
The complaint will lapse as soon as the complainant indicates that the employee to whose conduct the complaint relates has satisfactorily met the complainant’s grievances, the complainant has withdrawn the complaint, or if during the complaints procedure one of the situations excluded from the complaints procedures occurs.
Procedure for complaints
For a careful and proper handling of the complaint, it is desirable that the submitted complaint contains at least:
Complaints can be submitted in English, German or Dutch to email@example.com. The Compliance Officer is responsible for the registration and the careful handling of the submitted complaints and confirms receipt of the complaint to the complainant and conducts an investigation as a result of the complaint.
The Compliance Officer periodically informs the complainant about the status of the handling of the complaint.
If the Compliance Officer is of the opinion that more information is required for the handling of the complaint, additional information from the complainant may be requested. After receiving all necessary information for the handling of the complaint, Meritable conducts an internal investigation. Meritable can involve an external specialist in the preparation and/or execution of the internal investigation. The hearing of the complainant and the employee can be part of the investigation.