At CapsNobel the delivery of high-quality services to satisfied customers comes first. If you have a complaint regarding our services and/or the actions of an employee, or if you see any opportunities for us to improve our services, we expressly invite you to share these with us. Of course, we treat your feedback with care. We want to work with you to find a suitable solution.
This complaints procedure explains how you can submit a complaint or suggestion for improvement. It also explains how and within what timeframe it will be addressed.
1. Responsibility of the Executive Board
The executive board is responsible for the handling and registration of complaints and suggestions for improvement concerning CapsNobel employees and/or work performed by CapsNobel. Confidential advisor Mr. Eli Hendriks is the first point of contact.
2. Filing a complaint
To ensure proper handling, we ask that you submit official complaints or points for improvement preferably in writing to CapsNobel to the attention of Mr. E. Hendriks, Postbus 4, 4660 AA Halsteren, or digitally via firstname.lastname@example.org. Please include at least the following information:
- the name and address of the petitioner;
- the date of the filing of the complaint;
- A clear description of the reason for the complaint or suggestion for improvement;
- branch office and/or name of the employee against whom the complaint is directed;
- the date on which the complaint arose.
We kindly request that you also enclose copies of all documents that may be relevant to the assessment of the complaint. This helps us to adequately process your feedback.
If you would prefer to provide additional comments in person, you can of course also contact our confidential advisor E. Hendriks by telephone at (0164) 680 010. Following your telephone report, he will complete the complaint form on your behalf. To ensure your feedback is properly articulated, this form will be sent to you for review and approval.
3. Handling and registration of complaints/points of improvement
After receiving and registering your feedback, our confidential advisor will investigate the complaint or point for improvement and take note of all relevant documentation in order to subsequently inform the Executive Board about the received complaint or suggestion for improvement.
If necessary, we will call in a specialist to adequately address the complaint.
Within two weeks after receipt of the complaint/improvement, we will send you a confirmation of receipt and inform you about the complaint handling procedure.
If desired, we will keep you informed about the progress of the handling process and will send you a written and motivated statement about the outcome.