COMPLAINTS PROCEDURE

    By checking the authorization with the text “I have read it confidentially and agree accordingly” and clicking on the “send” button, you give explicit and unambiguous consent to the processing of your data by the controller in order to respond to your message. Your data will not be used by third parties unrelated to the Auren Group and will be deleted once we have sent you our response. In any case, you can consult further information on the exercise of your rights of access, rectification, erasure, portability, restriction of opposition to the processing of your personal data and the processing of your data in our Privacy Policy

    Auren values satisfied clients. That’s why we continuously work on the quality of our services. However, if you are dissatisfied with any aspect of our organization, we expressly invite you to let us know as soon as possible. To that end, we have established this complaints procedure.

    The primary objective of our complaints procedure is to resolve complaints from clients or other external stakeholders to everyone’s satisfaction. In addition, the purpose is to learn from complaints and, where necessary, adjust our working methods.

    We assume that notifications are made in good faith and express sincere and valid concerns. All notifications will be assessed with the utmost care by our Compliance Officer.

    HOW TO SUBMIT A COMPLAINT

    You can submit your complaint in the following ways:

    • In writing, addressed to Mr R.W. Henneke RA, Compliance Officer at Auren*
      If your complaint concerns Mr R.W. Henneke RA, you may address it to Mr B.J.A. Vial AA RB, Director of Auren Netherlands.
    • Via the complaint form on our website, click here.

    SEND YOUR LETTER MARKED ‘CONFIDENTIAL’ TO

    Auren
    Attn. Mr R.W. Henneke RA (or Mr B.J.A. Vial AA RB)
    Amsterdamseweg 3
    3812 RN Amersfoort
    Or:
    Prof. J.H. Bavincklaan 2
    1183 AT Amstelveen

    WHAT TO INCLUDE IN YOUR COMPLAINT

    Where applicable, please include the following information:

    • Your full name, company name, address, (mobile) phone number and/or email address
    • A clear description of the complaint, including all relevant facts and circumstances
    • The name of the staff member or director the complaint concerns
    • The reason for submitting the complaint
    • The date of submission
    • If the complaint is written in a language other than Dutch or English and a translation is necessary for proper handling, the complainant must provide an officially certified translation
    • Optionally: your proposed resolution

    HOW YOUR COMPLAINT WILL BE HANDLED

    Your complaint will be handled as follows:

    • Within two weeks of receiving your complaint, we will:
      • Confirm receipt in writing
      • Respond in writing and, where possible, offer a satisfactory solution
    • The confirmation will include:
      • The procedure for handling the complaint
      • A contact person
      • The option to be heard, or to waive that right
      • The expected timeframe for handling the complaint, if known
    • Our response will state who or which department has handled the complaint (in principle, Auren Compliance Office) and how we intend to resolve the matter. If it cannot be resolved immediately, we will indicate when you can expect a resolution.
    • If a complaint is submitted to Auren Compliance Office but falls outside its scope, it will be returned to the complainant with a written explanation.
    • The complaint will be handled by staff members who have not been involved in the matter in question.
    • Auren Compliance Office is not obligated to process a complaint:
      • If the behaviour in question is or has been under review by the complaints committee of a professional organisation or another audit firm
      • If the behaviour occurred more than three years prior to the complaint, or more than six years prior to submission
      • If the matter is or has been subject to review by the Disciplinary Court for Accountants (Accountantskamer)
      • While the behaviour is under criminal investigation or prosecution by the public prosecutor
    • Auren Compliance Office may decline to handle a complaint if it does not meet the procedural requirements outlined in this regulation, provided the complainant was given a chance to correct this within a given timeframe.
    • If a complaint is not accepted, the complainant will be informed in writing as soon as possible, and no later than four weeks after receipt.
    • Auren Compliance Office will offer the complainant and the staff member involved the opportunity to be heard. This can be waived if the complaint is clearly unfounded. A written report will be made of the hearing.
    • The complaint will be considered resolved if the complainant informs Auren Compliance Office that the employee concerned has addressed their concerns to their satisfaction.
    • Auren Compliance Office ensures proper registration of all complaints received.

    NOT SATISFIED?

    Do you believe your complaint was not handled according to this procedure? Or has it not been resolved to your satisfaction? You may submit a written objection to:

    Auren
    Attn. Mr B.J.A. Vial AA RB
    Amsterdamseweg 3
    3812 RN Amersfoort
    Or:
    Prof. J.H. Bavincklaan 2
    1183 AT Amstelveen

    DATA RECORDING

    In accordance with our professional obligations, all aspects of the complaint and how it was handled will be documented. Of course, we treat your information with care and confidentiality. We hope this allows for a continued positive relationship and cooperation.

    * Wherever “Auren” is mentioned in this document, this refers to Auren Nederland B.V. and its subsidiaries.