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Van Ameyde Group complaints procedure

The purpose

The Van Ameyde Group aims to provide its customers and their end-users with a reliable and consistent service at all times. If, however, a customer or end-user is dissatisfied with the service, this complaints procedure ensures that all reported complaints are addressed effectively and that problems are resolved transparently and within an acceptable time-frame. It is essential that Van Ameyde provides all potential complainants with clear and accurate advice on how to make a complaint.

 

Our objective is to

  1. maintain customer and end-user confidence;
  2. to take corrective actions, where appropriate, to avoid re-occurrence;
  3. to retain a complete and accurate independent record of all complaints for audit and review.

 

What is a complaint

We define a complaint as:
“Any expression of dissatisfaction, either spoken or written, and whether justified or not, from or on behalf of an eligible complainant about Van Ameyde’s provision of, or failure to provide, a service.”

 

How to make a complaint

  • You may contact your local Van Ameyde representative or use the contact form which can
    be found on https://www.vanameyde.com/about-your-claim/
  • Please provide us with full details of your complaint.
  • If possible, please provide us with our reference number and when using the contact form on, please let us know the location of the Van Ameyde office dealing with your claim.
  • Finalizing a complaint and / or proposing a solution
    Van Ameyde will try to resolve the complaint by the end of the next business day.
  • If that is not possible, Van Ameyde will acknowledge the complaint within two business days and indicate either:
    ► what additional information is required to finalize the complaint, or;
    ► provide a reasonable timeframe in which the complaint can be resolved.

 

Conclusion of Complaint

  • Upon concluding an investigation, the complainant is informed, if necessary in writing, of the
    outcome of the investigation and the proposed solution.
  • We will ensure that the complainant is satisfied with the solution offered.
  • If a complainant is unsatisfied with the handling of a complaint, we will advise the
    complainant of all further remedies open to the complainant within the relevant jurisdiction