This regulation concerns the filing of complaints of clients.
DMS (Netherlands) B.V. and it affiliated companies can unfortunately also make mistakes.
DMS values its customers and takes complaints seriously. We welcome critical remarks as a way to improve our organisation and the level of our services.
In this complaints procedure the following definitions apply:
complaint: any written expression of dissatisfaction of or on behalf of the client towards DMS or the persons working under her responsibility regarding the performance under a professional services agreement, the quality of the services or the amount of the fee note;.
complainant: the client or his/her representative filing a complaint;
complaints officer: the designated officer within DMS entrusted with the handling of the complaint.
2. Scope of application
2.1 This complaints procedure is applicable to all professional services agreements between DMS (Netherlands) B.V., a
limited liability company under Dutch law, and the client.
2.2 All employees of DMS (Netherlands) B.V. shall ensure that any complaints will be handled in accordance with the
The purpose of this complaints procedure is:
a) to lay down a procedure for handling any client complaints within a reasonable period of time and in a constructive
b) to lay down a procedure for determining the causes of client complaints;
c) continuation and improvement of existing relationships through proper handling of complaints;
d) to train staff to respond to complaints in a service-minded manner;
e) quality improvement of the services by handling and analyzing complaints.
4. Information upon commencement of services
4.1 This complaints procedure has been published. Before entering into the professional services agreement, the
employee(s) shall point out to the client that DMS applies a complaints procedure and that it is applicable to the services.
4.2 In case of disputes DMS may decide to appoint an independent party or authority to which an unresolved complaint may
be submitted in order to obtain a binding decision.
5 Internal complaints procedure
5.1 If a client approaches DMS with a complaint, the complaint shall be forwarded to Mr. Jochai J. van Bergen, who shall act
as complaints officer. In the absence of Mr. Jochai J. van Bergen, the Management Team will together with the
compliance officer of DMS designate an alternate complaints officer.
5.2 The complaints officer shall notify the person who is the subject of the complaint of the fact that the complaint has been
filed, and shall enable the complainant and the person who is the subject of the complaint to express their views on the
5.3 The person who is the subject of the complaint shall make an effort to reach a solution together with the client, after
intervention of the complaints officer or otherwise.
5.4 The complaints officer shall handle the complaint within four weeks after receipt of the complaint or shall notify the
complainant of deviation from this period, with motivation, stating the deadline for reaching a decision on the complaint.
5.5 The complaints officer shall inform the complainant and the person who is the subject of the complaint in writing
regarding the validity of the complaint, accompanied by recommendations or otherwise.
5.6 If the complaint has been handled satisfactorily, the complainant, the complaints officer and the person who is the
subject of the complaint shall sign the decision on the validity of the complaint.
6. Non-disclosure and free handling of the complaint
6.1 The complaints officer and the person who is the subject of the complaint shall observe confidentiality regarding the
handling of the complaint.
6.2 The complainant does not owe any fee for the handling of the complaint.
7.1 The complaints officer is responsible for a punctual handling of the complaint.
7.2 The person who is the subject of the complaint shall keep the complaints officer informed regarding any contact and a
7.3 The complaints officer shall keep the complainant informed regarding the handling of the complaint.
7.4 The complaints officer shall keep the complaint file up to date.
8. Complaint registration
8.1 The complaints officer shall register the complaint including its subject matter.
8.2 A complaint may be subdivided into several subjects.
8.3 The complaints officer shall report periodically on the handling of complaints, and shall make recommendations in order
to prevent any new complaints and to improve procedures.
8.4 At least once per year, the reports and recommendations shall be discussed at the office and submitted to a decision.