complaints procedure

RS Finance values satisfied clients. That is why we continuously work on the quality of our services. However, where people work, mistakes can be made and misunderstandings can arise. If you are dissatisfied with our services, with the conduct of one of our employees, or with any other aspect of our organisation, please contact us. We take your feedback seriously and will work with you to find an appropriate solution.

The following complaints procedure applies.

Article 1 – The Complaint

This complaints procedure is open for complaints about our services, the conduct of employees during work and/or irregularities within or outside the office.

We prefer to discuss a complaint in person first. Many complaints can be resolved through a conversation. If a conversation does not provide a sufficient resolution, a written complaint may be submitted.

Article 2 – The Handler

The management of RS Finance is responsible for the careful and proper handling of written complaints. All written complaints are registered. For each complaint, a member of management will act as the handler. A handler will not handle a complaint in which they were personally involved.

Article 3 – Submitting a Complaint

A written complaint can be submitted by email, via the contact form on our website, or by post, and must include at least:

• the name and contact details of the complainant
• the name of the employee(s) involved in the complaint
• a description of the complaint
• substantiation of the grounds for the complaint

The complaint may also include a proposal for resolution.

Article 4 – Handling the Complaint

We will confirm receipt of the written complaint within five working days. The acknowledgement of receipt will state:

• the handler
• the further procedure
• the expected handling period

The handler will review the complaint and the accompanying documentation. If necessary, the compliance function will be informed.

We may request additional information from the complainant and other parties involved. The complainant and the employee to whom the complaint relates will be given the opportunity to be heard. This hearing may be waived if the complaint is manifestly unfounded. For the handling of the complaint, we may seek external advice or engage other experts. Complaints are always treated confidentially.

The handler will resolve the complaint as quickly as possible. The handling is concluded when the complaint has been resolved to satisfaction, or when the complaint has been declared unfounded.

We aim to handle complaints in full within four weeks, but handling may take longer if the nature of the complaint warrants it.

Article 5 – Complaints We Do Not Handle

Not all complaints will be handled by us. In the following situations, we reserve the right not to handle a complaint:

• Complaints that do not include the minimum required information. The complainant will first be given the opportunity to remedy the omission within a set period.
• Anonymous complaints.
• Complaints that are not related to our business operations.
• Complaints that relate solely to the amount of an invoice.
• Complaints relating to professional conduct that took place more than three years after it was identified, or more than six years before the complaint was submitted.
• Complaints for which another authority has jurisdiction. These complaints will be forwarded to the relevant authority and the complainant will be informed accordingly.
• Complaints that have been or are subject to the judgement of the complaints committee of a professional organisation or a complaints body of another accountancy firm.
• Complaints relating to conduct that has been or is subject to the judgement of the accountancy disciplinary tribunal.
• Complaints that are the subject of a criminal investigation at the instruction of the public prosecutor, or a prosecution, whether or not on grounds of a criminal offence.

If we decide not to handle a complaint, we will inform the complainant within four weeks, stating our reasons.

Article 6 – Recording the Complaint

All aspects of the complaint will be recorded by us in such a way that the file can support the conclusion. Upon completion of the handling, the complainant and the employee(s) involved will be informed in writing, with reasons, of the conclusion and any recommendations made to management.