{"id":2105,"date":"2021-11-03T15:41:04","date_gmt":"2021-11-03T13:41:04","guid":{"rendered":"https:\/\/www.exactpi.nl\/over-exactpi\/klachtenprocedure\/"},"modified":"2025-06-26T12:02:43","modified_gmt":"2025-06-26T10:02:43","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/www.exactpi.nl\/en\/about-exactpi\/complaints-procedure\/","title":{"rendered":"Complaints procedure"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row full_width=&#8221;stretch_row&#8221; row_height=&#8221;row_800px&#8221; row_wave=&#8221;wave-enable&#8221; bg_color=&#8221;bg_white&#8221; bg_pattern=&#8221;enable&#8221;][vc_column width=&#8221;1\/2&#8243;]\r\n        <div class=\"sd-block-title  marginbottom-30px  responsive_marginbottom-30px \">\r\n            <h1 class=\"sd-block-title-htag  align-left color-black responsive_align-left\r\n            \">\r\n            <span>Procedure for dealing with complaints at Exactpi<\/span><\/h1>\r\n        <\/div>\r\n        <div class=\"sd-block-breadcrumb  align-left marginbottom-30px\r\n        \">\r\n            <ul id=\"breadcrumbs\" class=\"breadcrumbs\"><\/ul>\r\n        <\/div>\r\n        <div class=\"sd-block-text  marginbottom-30px responsive_marginbottom-30px\r\n        \">\r\n            <p>If you have a complaint about our services or have experienced discrimination in your contact with Exactpi (employees or clients) we will take it very seriously. Below you will find the steps we take to ensure your complaint is dealt with properly and resolved adequately.<\/p>\n\r\n        <\/div>\r\n        <div class=\"sd-block-button  marginbottom-30px color-green align-left responsive_align-left responsive_marginbottom-30px\">\r\n            <a href=\"#second-row\" title=\"Please read more\">Please read more\r\n            <\/a>\r\n        <\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;][\/vc_column][\/vc_row][vc_row el_id=&#8221;second-row&#8221; css=&#8221;.vc_custom_1635946965832{padding-bottom: 0px !important;}&#8221;][vc_column width=&#8221;1\/2&#8243;]\r\n        <div class=\"sd-block-title  marginbottom-30px  responsive_marginbottom-30px \">\r\n            <h2 class=\"sd-block-title-htag  align-left color-black font-middle responsive_align-left\r\n            \">\r\n            <span>1. Receipt, registration and information about the procedure<\/span><\/h2>\r\n        <\/div>\r\n        <div class=\"sd-block-text  marginbottom-30px responsive_marginbottom-30px\r\n        \">\r\n            <p>You will report your complaint to your contact person at Exactpi or to the commercial director Revelino Azzaro. We will register your complaint on a digital form. After completing the form we will go through the complaint handling procedure with you.<\/p>\n\r\n        <\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]\r\n        <div class=\"sd-block-title  marginbottom-30px  responsive_marginbottom-30px \">\r\n            <h2 class=\"sd-block-title-htag  align-left color-black font-middle responsive_align-left\r\n            \">\r\n            <span>2. Determine the complaint handler<\/span><\/h2>\r\n        <\/div>\r\n        <div class=\"sd-block-text  marginbottom-30px responsive_marginbottom-30px\r\n        \">\r\n            <p>If your contact person has accepted the complaint he or she will forward it to Exactpi&#8217;s commercial director. It will then be determined who is the right person to handle the complaint, usually the person responsible for the process in question.<\/p>\n<p>The handler is never the employee who provided the service to which the complaint relates. The name and position of the complaint handler are recorded on the digital complaint form.<\/p>\n\r\n        <\/div>[\/vc_column][\/vc_row][vc_row css=&#8221;.vc_custom_1635946970501{padding-bottom: 0px !important;}&#8221;][vc_column width=&#8221;1\/2&#8243;]\r\n        <div class=\"sd-block-title  marginbottom-30px  responsive_marginbottom-30px \">\r\n            <h2 class=\"sd-block-title-htag  align-left color-black font-middle responsive_align-left\r\n            \">\r\n            <span>3. Resolving the complaint.<\/span><\/h2>\r\n        <\/div>\r\n        <div class=\"sd-block-text  marginbottom-30px responsive_marginbottom-30px\r\n        \">\r\n            <p>The digital complaint form is sent to the complaint handler. He or she will contact you within two working days and will try to resolve the complaint immediately and\/or agree on how and when the complaint will be handled. In case the complaint leads to an adjustment of a procedure within Exactpi we will also indicate the time frame in which this will be implemented.<\/p>\n<p>The complaint handler will report the settlement of the complaint through the digital complaint form. <\/p>\n\r\n        <\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]\r\n        <div class=\"sd-block-title  marginbottom-30px  responsive_marginbottom-30px \">\r\n            <h2 class=\"sd-block-title-htag  align-left color-black font-middle responsive_align-left\r\n            \">\r\n            <span>4. Contact about complaint handling<\/span><\/h2>\r\n        <\/div>\r\n        <div class=\"sd-block-text  marginbottom-30px responsive_marginbottom-30px\r\n        \">\r\n            <p>We will contact you within 5 working days after the complaint has been handled to verify whether the complaint has been solved satisfactorily. If not, the complaint handler will be requested to do so within 2 working days. When the complaint has been satisfactorily resolved, it will be closed. <\/p>\n\r\n        <\/div>\r\n        <div class=\"sd-block-title  marginbottom-30px  responsive_marginbottom-30px \">\r\n            <h2 class=\"sd-block-title-htag  align-left color-black font-middle responsive_align-left\r\n            \">\r\n            <span>5. Reporting and Analysis<\/span><\/h2>\r\n        <\/div>\r\n        <div class=\"sd-block-text  marginbottom-30px responsive_marginbottom-30px\r\n        \">\r\n            <p>Each quarter, an overall report is made of all complaints received and included in an analysis. Any conclusions from the analysis that lead to process or procedure changes are communicated internally. <\/p>\n\r\n        <\/div>[\/vc_column][\/vc_row][vc_row last_row=\"true\" full_width=&#8221;stretch_row&#8221; content_placement=&#8221;middle&#8221; row_height=&#8221;row_800px&#8221; bg_color=&#8221;bg_lightblue&#8221; bg_pattern=&#8221;enable&#8221;][vc_column width=&#8221;1\/2&#8243;]\r\n        <div class=\"sd-block-title  marginbottom-50px  responsive_marginbottom-30px \">\r\n            <h2 class=\"sd-block-title-htag  align-left color-black font-large responsive_align-left\r\n            \">\r\n            <span>Want to know more?<\/span><\/h2>\r\n        <\/div>\r\n        <div class=\"sd-block-text  marginbottom-30px responsive_marginbottom-30px\r\n        \">\r\n            <p>For more information about our complaints protocol or submitting a complaint, please contact Revelino Azzaro.<\/p>\n\r\n        <\/div>\r\n        <div class=\"sd-block-button  marginbottom-0px color-green align-left responsive_align-left responsive_marginbottom-30px\">\r\n            <a href=\"mailto:revelino@exactpi.nl\" title=\"Contact us\">Contact us\r\n            <\/a>\r\n        <\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]\r\n        \t\t<div class=\"sd-slider-team-block no-slider\">\r\n        \t\t\t<div>\r\n                <div class=\"sd-team-slide\">\r\n                    <div class=\"team-image\">\r\n                        <img decoding=\"async\" src=\"https:\/\/www.exactpi.nl\/wp-content\/uploads\/2024\/06\/Revelino.png\">\r\n                    <\/div>\r\n                    <div class=\"team-details\">\r\n                        <h3>Revelino Azzaro<\/h3>\r\n                        <div class=\"navigation-bar\">\r\n                            <div class=\"navigation-arrow prev\"><img decoding=\"async\" src=\"https:\/\/www.exactpi.nl\/wp-content\/themes\/exactpi_theme\/vc_components\/vc_blocks\/general\/sd_team_slider\/assets\/images\/slider-prev.png\"><\/div>\r\n                            <div class=\"navigation-arrow next\"><img decoding=\"async\" src=\"https:\/\/www.exactpi.nl\/wp-content\/themes\/exactpi_theme\/vc_components\/vc_blocks\/general\/sd_team_slider\/assets\/images\/slider-next.png\"><\/div>\r\n                        <\/div>\r\n                        <p>\r\n                            Managing Director\r\n                            <span><\/span>\r\n                        <\/p>\r\n                        <ul><li><a href=\"mailto:revelino@exactpi.nl\"><span><svg width=\"20px\" height=\"20px\" aria-hidden=\"true\" focusable=\"false\" data-prefix=\"far\" data-icon=\"envelope\" class=\"svg-inline--fa fa-envelope fa-w-16\" role=\"img\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 512 512\"><path fill=\"currentColor\" d=\"M464 64H48C21.49 64 0 85.49 0 112v288c0 26.51 21.49 48 48 48h416c26.51 0 48-21.49 48-48V112c0-26.51-21.49-48-48-48zm0 48v40.805c-22.422 18.259-58.168 46.651-134.587 106.49-16.841 13.247-50.201 45.072-73.413 44.701-23.208.375-56.579-31.459-73.413-44.701C106.18 199.465 70.425 171.067 48 152.805V112h416zM48 400V214.398c22.914 18.251 55.409 43.862 104.938 82.646 21.857 17.205 60.134 55.186 103.062 54.955 42.717.231 80.509-37.199 103.053-54.947 49.528-38.783 82.032-64.401 104.947-82.653V400H48z\"><\/path><\/svg><\/span>revelino@exactpi.nl<\/a><\/li><li><a href=\"tel:06 - 15 21 51 77\"><span><svg aria-hidden=\"true\" focusable=\"false\" data-prefix=\"fas\" data-icon=\"mobile-alt\" class=\"svg-inline--fa fa-mobile-alt fa-w-10\" role=\"img\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 320 512\"><path fill=\"currentColor\" d=\"M272 0H48C21.5 0 0 21.5 0 48v416c0 26.5 21.5 48 48 48h224c26.5 0 48-21.5 48-48V48c0-26.5-21.5-48-48-48zM160 480c-17.7 0-32-14.3-32-32s14.3-32 32-32 32 14.3 32 32-14.3 32-32 32zm112-108c0 6.6-5.4 12-12 12H60c-6.6 0-12-5.4-12-12V60c0-6.6 5.4-12 12-12h200c6.6 0 12 5.4 12 12v312z\"><\/path><\/svg><\/span>06 - 15 21 51 77<\/a><\/li>\r\n                        <\/ul>\r\n                        <a href=\"https:\/\/www.linkedin.com\/in\/revelinoazzaro\/\" target=\"_blank\" class=\"team-linkedin-url\"><svg width=\"20px\" height=\"20px\" aria-hidden=\"true\" focusable=\"false\" data-prefix=\"fab\" data-icon=\"linkedin-in\" class=\"svg-inline--fa fa-linkedin-in fa-w-14\" role=\"img\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 448 512\"><path fill=\"currentColor\" d=\"M100.28 448H7.4V148.9h92.88zM53.79 108.1C24.09 108.1 0 83.5 0 53.8a53.79 53.79 0 0 1 107.58 0c0 29.7-24.1 54.3-53.79 54.3zM447.9 448h-92.68V302.4c0-34.7-.7-79.2-48.29-79.2-48.29 0-55.69 37.7-55.69 76.7V448h-92.78V148.9h89.08v40.8h1.3c12.4-23.5 42.69-48.3 87.88-48.3 94 0 111.28 61.9 111.28 142.3V448z\"><\/path><\/svg><\/a>\r\n                    <\/div>\r\n                <\/div>\r\n                \r\n            <\/div><\/div>[\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row full_width=&#8221;stretch_row&#8221; 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