Complaints scheme

VWG has a complaints procedure in place.

General

VWG values satisfied relationships, which is why we continuously work on the quality of our services. Nevertheless, should you be dissatisfied with one of our employees or partners, with our service or with any aspect of our organisation, we strongly invite you to let us know as soon as possible. We have set up a complaints procedure for this purpose, which also meets the legal requirement for accountancy firms to have a complaints procedure.
The purpose of our complaints mechanism is primarily to resolve complaints from clients, from our own employees or from other stakeholders, to everyone's satisfaction. In addition, the purpose of our complaints scheme is to learn from the complaints and, if necessary, to make changes to our firm's internal control system to prevent (new) complaints.
We assume that reports are in good faith and express genuine and well-founded concerns. All reports are carefully assessed by us.

How do you file your complaint?

You can submit your complaint as follows:
  • Oral with your relationship manager or one of our partners;
  • By e-mail to Mr P. (Peter) Mom AA, for Wijchen and Mr M. (Michael) Driessen RA for Nijmegen. You can mail your complaint to klachtenregistratie@vwg.nl;
  • Written with Mr P. (Peter) Mom AA, for Wijchen and Mr M. (Michael) Driessen RA for Nijmegen.
If your complaint concerns one of our partners, you can submit your complaint to our compliance officer, Mr M. (Michael) Driessen RA. You can send your written complaint to VWG, PO Box 1074, 6501 BB in Nijmegen.

What do you report when making a complaint?

We ask you to report the following details, if applicable:
  • Your own name, company name, address, (mobile) phone number and/or e-mail address;
  • A clear description of the complaint, including all relevant facts and circumstances;
  • The name of the staff member or partner against whom the complaint is directed;
  • The reason why you are making the complaint.

How will your complaint be handled?

We will handle your complaint in the following manner:
  • Within 5 working days of receiving your complaint, we will either respond in writing to deal with the complaint and offer a satisfactory solution if possible, or confirm the receipt of your complaint in writing.
  • If we initially complied with an acknowledgement of receipt of your complaint, within 10 working days of receiving your complaint, we will deal with your complaint and offer a satisfactory solution if possible.
  • When responding to your complaint, we will indicate who or which department of our office was in charge of handling your complaint.
  • In our substantive response to your complaint, we will tell you how we intend to handle your complaint. If this cannot be done immediately, we will indicate the timeframe within which we expect the complaint can be dealt with.

Other aspects

If you are of the opinion that your complaint has not been dealt with in accordance with the above procedure, or that, in your opinion, your complaint has still not been dealt with satisfactorily, you can make this known in writing to the compliance officer, Mr M. (Michael) Driessen RA. You can send your written response to VWG, PO Box 1074, 6501 BB in Nijmegen.
The board shall ensure that the customer, its own employee or any other interested party who has reported a complaint in compliance with the provisions of these regulations is in no way disadvantaged in its position as a result.
Also in connection with our professional regulations, all aspects of the handling of your complaint will be recorded. Naturally, the information will be handled carefully and confidentially.
We hope for a good continued relationship and cooperation.
The board of VWG