Legal
Complaints procedure
Dutch Detective Agency works carefully and verifiably. If you are dissatisfied with the way an instruction was carried out, with our communication or with how data was handled, you can submit a complaint. This procedure sets out how that works and what you can expect.
1 · Who may submit a complaint?
A complaint may be submitted by a client, by a client's representative, and by a person directly involved in an investigation carried out.
A complaint may concern the performance of an instruction, the conduct of an investigator, our communication, or the processing of personal data.
2 · How to submit a complaint
Submit your complaint in writing to info@dutchdetectiveagency.com, stating your name and contact details, the instruction or situation concerned, the relevant moment or period, a description of the complaint and the outcome you are seeking.
Please do not include medical records, identity documents or other sensitive case material. If such information is needed, we will request it through a secure route.
You may also call +31 85 060 0100. For careful handling we will ask you to confirm the complaint in writing afterwards.
3 · How the complaint is handled
We confirm receipt in writing and state who is handling the complaint.
Complaints are handled by, or under the responsibility of, the owner of Dutch Detective Agency. Where the complaint concerns the conduct of the investigator handling the matter, that investigator does not assess the complaint.
We review the complaint on the basis of the file and, where needed, additional information. We may ask you for clarification and ask those involved to respond.
You receive a written response setting out the facts established, how the complaint was assessed and which measures or resolution we propose. If more time is needed, we will say so and indicate the next step.
4 · Confidentiality and records
Complaints are handled confidentially. Information is shared only with those who need to be involved.
We record the complaint, its handling and the outcome, and retain those records no longer than necessary for handling and administrative accountability. Personal data is processed in line with our privacy policy.
5 · Payment and rights
Submitting a complaint does not automatically suspend a payment obligation.
This procedure does not limit the mandatory statutory rights of consumers.
6 · If you disagree with the outcome
If you are not satisfied with the outcome, you can tell us in writing. We will then review the complaint again and state whether this leads to a different position.
If your complaint concerns the processing of personal data, you may also contact the Dutch Data Protection Authority.
You are additionally free to refer the matter to a competent supervisory authority or to the competent Dutch court.
Complaints procedure · version 1.0 · Dutch Detective Agency · Licence POB 1758 · Chamber of Commerce 70037191
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