Complaints Procedure
At WP Agency we strive to provide the best possible service. However, it may happen that you are not satisfied with an aspect of our collaboration. In that case, we would like to hear from you so we can resolve it and improve our service.
Submitting a complaint
You can report your complaint to us by email at [email protected] or by telephone on +31 85 301 46 95. Please include:
- Your name and contact details
- A description of the complaint
- The date or period to which the complaint relates
- Any documentation that supports your complaint
How we handle your complaint
1. Acknowledgement of receipt
After receiving your complaint, we will send you an acknowledgement within two working days. This will state who is handling your complaint and what you can expect.
2. Investigation
We investigate your complaint thoroughly. We involve the relevant team members and review the relevant project documentation. If necessary, we will contact you for additional information.
3. Substantive response
Within ten working days of receipt, you will receive a substantive response. In it we explain what our investigation has revealed, what solution we propose and what steps we are taking to prevent recurrence. Should the investigation require more time, we will let you know in good time.
4. Resolution
Where possible, we offer an appropriate solution. This could be an adjustment to the delivered work, an additional arrangement or another measure that does justice to your complaint.
5. Evaluation
After resolution, we contact you to verify whether the solution provided is satisfactory. We use your feedback to improve our working processes.
Confidentiality
All complaints are treated confidentially. Only directly involved team members have access to the data you provide.
Not satisfied with the outcome?
If, after completing the above procedure, you are not satisfied with the outcome, you may refer the matter to an independent mediator or disputes committee. We will inform you of the available options upon request.
Contact
WP Agency
Professor J.H. Bavincklaan 2-4
1183 AT Amstelveen
The Netherlands
Email: [email protected]
Telephone: +31 85 301 46 95
