Complaint Resolution

Regulations on handling of complaints by the board of Qconcepts Version January 2021

Introduction

We believe it is important that you can indicate if you are not satisfied with our services. We have therefore adopted a Complaints Procedure that provides for the possibility of filing a complaint about the professional conduct of professionals associated with Qconcepts and about alleged irregularities in connection with the services provided by Qconcepts. Only complaints submitted pursuant to Articles 1 and 2 of the following Regulations on the handling of complaints will be considered. These Regulations relate to complaints about the professional conduct of employees associated with Qconcepts. It shall enter into force on January 1, 2017.

Definitions

For the purposes of these Rules, ‘Qconcepts’ means: the group of affiliated legal entities, each of which operates in the field of business services under the name ‘Qconcepts’. ‘Complaint’ in these Regulations means: any written notification of conduct, which may be in breach of laws and regulations, professional and conduct rules or agreements between Qconcepts and Complainant and which complies with the provisions of Articles 1 and 2. ‘Board’ means the Board of Qconcepts Accountancy B.V. ‘Complainant’ means any natural or legal person filing a Complaint under these regulations.

Regulations

Article 1 Anyone wishing to complain about the way in which an employee affiliated with Qconcepts has behaved towards him in his professional capacity must notify the contested conduct in writing to that party directly involved.
If the Complainant subsequently believes that the response of that party directly involved is unsatisfactory, the Complainant may submit a Complaint in writing to the Qconcepts Board. The Complainant must state the reasons when and how the notification referred to in paragraph 1 was made and what response was given, as well as the reasons why the Complainant believes that this response is unsatisfactory. In the event that this condition has not been met, the Complainant must give reasons why this has not been the case. Article 2 The Complaint shall be signed and shall contain at least:
a) the name and address of the Complainant;
b) the name of the employee to whose conduct the Complaint relates;
c) the date;
d) a description of the conduct against which the Complaint is directed;
e) a description of the complainability of the conduct;
f) the Complainant’s relationship to Qconcepts.
Any documents relied upon by the Complainant should be attached to the Complaint in copy. A clear reference to (relevant passages in) those documents must be included in the Complaint.
If the Complaint has been written in a foreign language and a translation is necessary for a proper handling of the Complaint, the Complainant shall provide a translation.
The Complaint may also contain a proposal for resolution of the Complaint. Article 3 The Board will confirm receipt of the Complaint in writing within ten working days.
The Board will return to the Complainant a Complaint that is not intended for it or for which another body is apparently competent to handle the Complaint, as soon as possible. The accompanying letter will state the reason for the return. Article 4 The Board is not obliged to handle the Complaint a) if it relates to conduct which is, or has been, subject to the opinion of the Complaints Committee of the professional organizations or a complaints body of another organization by the filing of a Complaint; b) if it relates to conduct which is, or has been, subject to the opinion of the Chamber of Accountants by the filing of a Complaint; c) if it relates to professional conduct which took place more than one year after it was discovered or more than three years before the Complaint was filed; d) while the conduct to which the Complaint relates is the subject of a criminal investigation by order of the public prosecutor or prosecution, or if the conduct forms part of the investigation or prosecution of a criminal offence and is the subject of a criminal investigation by order of the public prosecutor or prosecution; e) if the Complaint has not been submitted to the party directly involved in accordance with the provisions of Article 1(1); f) if the Complaint solely concerns a claim; g) if, in the opinion of the Board, the Complaint does not meet the requirements set out in Article 2(1).

The Board shall notify the Complainant in writing of its decision not to take up the Complaint as soon as possible, but no later than four weeks after receipt of the Complaint. Article 5 If the Board takes up the Complaint, it shall ensure careful and proper handling thereof. The Complaint will be handled by an officer or officers who are not involved in the conduct to which the Complaint relates.
Hearing the Complainant and the Employee may be part of the investigation. A record shall be made of the hearing.
The Complainant, the Board and any third parties it engages shall treat the Complaint as confidential. No information will be provided regarding the contents of the Complaint, nor will any information be provided regarding the identity of the Complainant and the Complainant in question, except to the extent that the careful handling of the Complaint – e.g. during the investigation of the facts – requires this in the opinion of the Board. Article 6 The Board will handle the Complaint as soon as possible.
The Board will inform the Complainant and the Staff Member to whom the Complaint relates in writing, stating reasons, of its findings with regard to the Complaint. Article 8 The Complaint shall lapse as soon as the Complainant informs the Board that the employee whose conduct the Complaint relates to has satisfactorily addressed his Complaint. The Complaint will also lapse once the Board has ruled on the Complaint. Article 9 The Board shall ensure the registration of the Complaints filed. Article 10 The filing of a Complaint and its handling shall not lead to an interruption of statutory prescription or
expiration periods. You can address your complaint to: Qconcepts Accountancy B.V.
t.a.v. Bestuurssecretariaat
Reitscheweg 45
5232 BX ‘s-Hertogenbosch