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Driving4uRotterdam Complaints Procedure

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Article 1: Complaints Committee
If a customer has a complaint regarding a decision made or proposed, work carried out, behavior, and/or statements by Driving4uRotterdam, one of its employees, or one of its drivers, and wishes to report this, the concerned party may formally lodge a complaint with the Complaints Committee.

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Article 2: Composition of the Complaints Committee
The Complaints Committee shall consist of at least a delegation from the Driving4uRotterdam Directorate, which will be the direct point of contact with the complainant. If the complaint concerns a client, depending on the nature of the complaint, an independent representative of the client may be involved.

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Article 3: The Complaint
A complaint is any notification of dissatisfaction, submitted by email to complaint@driving4urotterdam.nl, regarding a decision made or proposed, work carried out, behavior, and/or statements by Driving4uRotterdam.

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Article 4: The Procedure
The complaint, as outlined in Article 3, must be submitted by email to complaint@driving4urotterdam.nl. The complaint must include the following details:

  • Name, full contact details, and the date and time of submission

  • A brief and clear description of the complaint, including the grounds on which it is based, supported by any relevant written documents

  • The date and time of the decision(s), action(s), or statement(s) related to the complaint

  • A clear description of the action the Complaints Committee is expected to take to resolve the issue

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The Complaints Committee will acknowledge receipt of the complaint in writing within two weeks, stating the date and time the complaint was submitted.

The complaint will be assessed within two weeks of submission to determine its admissibility. If the complaint is deemed admissible, a decision will be made within a maximum of six weeks from the date of submission.

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If the Complaints Committee is unable to reach a decision within this timeframe, the processing time may be extended by a maximum of four weeks. The reasons for this extension will be documented.

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