Complaint policy
At LetteronDemand we value a good relationship with our customers. However, on rare occasions a customer may not be satisfied with our service. Should that be the case, please let us know so that we can find a solution. If it is not possible to solve the issue, you may use the complaint policy below.
We have developed this policy in order to have a clear procedure regarding all complaints.
1. The complaint
1.1. A complaint is a written message received by post, email or fax from a current or former customer of LetteronDemand, in which the customer states that he/she is not satisfied with the service. In order to do this, the customer can use the complaint form which can be downloaded from the LetteronDemand website.
1.2. If it is not possible to send a written complaint, customers may also complain by telephone. In that case, LetteronDemand will complete the form and send it to the customer. The complaint will be dealt with officially once the signed and dated form is received back from the customer.
2. Submitting a complaint
2.1. Your complaint should be sent to:
LetteronDemand
PO Box 64023
London
E17 0GU
Tel.: 020 8521 6620
Email: info@letterondemand.co.uk
2.2. A complaint must be received by us within three months of the cause for the complaint occurring.
2.3. The event and circumstances should be detailed clearly, and must be accompanied by the name, address and telephone number of the customer. Any other relevant documents and detailed information to explain the situation further should be attached.
3. Procedure
3.1. LetteronDemand will confirm receipt of the complaint within one week and process the complaint within four weeks of the complaint being sent. During this period the issue will be investigated and the customer may be asked to provide additional information. After that the customer will receive a proposed solution.
3.2. The period of four weeks can be extended by the amount of time needed for the customer to deliver additional information.
3.3. All complaints will be treated confidentially. If it is necessary or useful to consult other persons or employees, these others will be bound to secrecy. Confidentiality will only be disregarded if there is a legal requirement to do so.
3.4. If necessary and where possible, LetteronDemand takes measures to prevent a similar
situation in the future.
4. Submitting objections
4.1. If the customer has not received an answer or a proposed solution, or is unsatisfied with the proposal, he or she can submit the case to a legal expert.
4.2. This objection must be submitted within eight weeks of the deadline expiring or the answer/proposed solution has been sent.
4.3. The objection may be sent to Mrs M. Gorter, Saxofoonweg 2, 1312 GC Almere, The Netherlands, Tel.: 0031-36-536 4473, Fax: 0031-36-535-0095, Email: gorter@gorterlegal.nl.
4.4. The objection can only be dealt with if it is sent together with a copy of the original complaint, plus attachments, and a written letter stating that no satisfactory answer or proposed solution has been received. If the customer has received an answer or a proposed solution, a copy of the document and an explanation of why it was not satisfactory must also be enclosed.
5. Legal expert
5.1. The independent legal expert is a qualified lawyer with over ten years’ legal experience.
5.2. She is appointed by LetteronDemand for an indefinite period of time. The main selection criteria are integrity, professional knowledge and neutrality. LetteronDemand evaluates these criteria every year in March and decides whether the appointment will be continued. If not, LetteronDemand will provide an adequate replacement. The same will happen should the legal expert is temporarily unavailable.
6. Processing an independent objection
6.1. Each objection will be treated confidentially. The legal expert will confirm receipt of the complaint within one week and send a copy to LetteronDemand, requesting a reply within two weeks. Employees or other persons will only be consulted if necessary or useful, for instance, if they are directly involved. They will be bound to secrecy. Confidentiality will only be disregarded if there is a legal requirement to do so.
6.2. The legal advisor will examine the case and answer in writing as far as possible. During this process additional information might be requested from the customer or the management of LetteronDemand. If the legal advisor considers it necessary she will arrange a meeting with the customer and the management of LetteronDemand.
6.3. Within eight weeks of receiving the objection the legal advisor will send her decision to the customer and the management of LetteronDemand. She takes into account current laws, valid contracts, jurisprudence and reasonableness and probity. In the decision the complaint may or may not be upheld.
The legal advisor can demand compensation or a solution from LetteronDemand as well as measures to prevent a similar situation in the future.
6.4. The legal advisor archives all documents for future reference for the statutory period of time.
7. Other provisions
7.1. This complaint policy does not apply to other measures which are taken by the customer and/or LetteronDemand due to legal restrictions. All parties involved are expected to have read and to follow this complaint policy. If the customer does not find it necessary or desirable to continue with processing the complaint, he/she immediately notify the management of LetteronDemand (at the stage described in paragraph 3) or the legal advisor (in the later stages) in writing.
7.2. The customer and LetteronDemand each pay for their own costs incurred during the processing of the complaint. LetteronDemand also pays for the services of the legal advisor.
7.3. In order to protect the privacy of all parties involved, the legal advisor is bound to
follow privacy laws.
