Westvaer complaints procedure

At Westvaer, we do our utmost to assist you as a customer in the best possible way: professionally, attentively, and clearly. Yet sometimes things may not go as expected. We believe it is important that you can express this, and that we then review your complaint together. That is why we have a complaints procedure. With it, we aim to:

• ensure complaints are addressed quickly and properly;
• clarify what you can expect from us;
• learn from feedback and improve our services.

Below, you can read how to report a complaint and how Westvaer handles it.

1. What we mean by a complaint
   
   For us, a complaint is any form of dissatisfaction with our services. This may concern how something was handled, how you were assisted, or an invoice.
   
   
2. How to submit a complaint
   
   You can send your complaint to our complaints officer, either by post or email, using the addresses on the following page. Please include in your message:
   
   
   1. what the complaint is about;
   2. when it occurred;
   3. what you would like to see done differently.

We will confirm receipt of your complaint within five working days and explain the next steps.

3. What we do next
   
   You can expect a thorough complaints handling process from Westvaer. The steps we take are:
   
   
   1. We listen and investigate.
      Our complaints officer reviews exactly what happened and, if necessary, speaks with the staff involved.
   2. We make contact.
      Often we will contact you personally to discuss the situation.
   3. We discuss the matter internally.
      We talk with the staff involved to see how the complaint can be resolved in good consultation.
   4. We provide a response.
      Within four weeks, you will hear from us about what we have investigated, our response, and—if possible—the solution we propose. If it takes longer, we will inform you and indicate when you can expect an answer.
      
      
4. If you disagree with our response
   
   Of course, we hope to reach a solution together. If not, you may choose to submit the complaint to the Koninklijke Notariële Beroepsorganisatie (KNB) or the Geschillencommissie Notariaat. You can read more about this here. We are happy to help you determine which organization is appropriate for your situation.
   
   
5. How we handle complaints further
   
   Every complaint is taken seriously. We record what happened, what we did, and what we learned from it. Once a year, we review with the team which improvements can be implemented. This ensures we continually improve what we do.
   
   
6. Confidential handling
   
   We handle every complaint carefully and with respect for your privacy. Only those directly involved in the complaint have access to the information. Your data will not be shared with others without your consent.
   
   
7. In conclusion
   
   We do not see complaints as a burden, but as an opportunity to learn and improve. Do you have a complaint or feedback about our services? We would like to hear from you. You can send your message to:
   
   klachtenfunctionaris@westvaer.nl
   
   Of by post:
   
   Westvaer
   Attn: Complaints Officer
   P.O. Box 51075
   1007 EB Amsterdam