ACCOUNTANTS
AUDIT B.V.
Complaints procedure
General
The purpose of this complaints procedure is to handle complaints from relations (internal and external) of WSH Accountants Audit BV in a careful manner.
Submission and registration of complaint
For less serious complaints, you are requested to consider discussing them first by telephone or in a personal conversation with your contact person, to see if a solution can be found that way. If your complaint specifically concerns the contact person, you can also contact an official of our organization.
In case of serious complaints, or if you do not wish to discuss the complaint verbally, or if verbal consultation does not produce the desired result, you can describe the complaint on the enclosed form and send it to the attention of the board of WSH Accountants Audit BV.
If necessary, you can submit the complaint by telephone, where an employee of our organization will fill out the form. You will then be asked (by post or fax) to sign the form to confirm that the complaint is correctly described.
Responsibilities around treatment
In the case of written complaints, the board of WSH Accountants Audit BV will always be informed. The board will either handle the complaint itself or at least supervise its handling. In the case of serious complaints about assignments, an accountant not involved in that assignment (if necessary from outside our organization) will be designated as responsible for handling the complaint.
This will in any case happen in the event of complaints regarding so-called assurance assignments (assignments in which (some form of) control is carried out and in respect of which we have issued a report) and also when the complaint concerns our quality control (aspects relating to integrity, objectivity, confidentiality, expertise and care, and professional conduct) or technical aspects.
Whistleblower scheme
Our office will always take complaints seriously, and will act confidentially and carefully in this regard. It is our intention that both persons from outside the accounting firm and internal employees can freely raise alleged irregularities by means of this complaints procedure; filing a complaint will not harm their legal position.
Complaint treatment process
Based on the completed complaint form and hearing the parties involved within WSH Accountants Audit BV, the best possible picture will be formed of the content of and situation surrounding the complaint. It is possible that you will be asked to provide a further written explanation of the complaint during the procedure.
The board will then, if applicable in consultation with the external accountant or other expert(s), decide on your complaint and inform you of this decision in writing. If you are fully or partially proven right, it will be examined whether a form of compensation and/or other satisfaction is appropriate, and whether and if so, which measures can be taken internally to prevent the problem from recurring.
We aim to respond substantively within 2 weeks of receipt of a complaint; if this is not possible, you will be informed of the reason for the delay and an estimate will be given of the time frame within which the board expects to be able to respond.
Finally, if you have a complaint and let us know, we appreciate it very much. After all, you are giving us a second chance. You can be assured that we will include all valid complaints in the evaluation of our organization and will do our utmost to take measures to minimize the recurrence of the problem in question. We hope for a good further relationship and cooperation.