Complaints Policy AudioVision

AudioVision strives to offer its customers high-quality services. It is important to us that you are satisfied with our services and with us as an organisation. Still, things can go wrong or turn out differently than you expected. This may give rise to a complaint. It is important to let us know what you are unhappy about. In this way, we can work with you to find a solution and prevent the recurrence of complaints. Moreover, this also allows us to improve the quality of our services in areas where it appears necessary. In all cases, your complaint will be handled confidentially.

A complaint
If you have a complaint, it is best to contact the AudioVision branch with which you have contracted directly. This can be done by phone or email. Your complaint will be addressed within 10 business days.

If you are not satisfied with the outcome of the complaint’s handling, you may then submit your complaint to AudioVision’s complaint officer.

The complaints officer
You can write to the complaints officer. The complaints officer will handle your complaint. The complaints officer will strive to respond substantively no later than 3 weeks after receiving a complaint. If this fails, you will be informed of the reason for the postponement and an estimate of when you can expect a response from him. You will receive the complaint officer’s substantive response in writing (also) after any telephone contact.

We ask that you include your name, address, telephone number and e-mail address in communications to the complaints officer so that we can reach you. We ask that your letter/email clearly state the key points of your complaint and, if applicable, what resolution you envision.

You can reach the complaints officer as follows:

Tom van den Heuvel

We hope that your complaint is resolved after discussing and coordinating it with the person(s) involved or after mediation by the complaint officer. Complaints and how they are handled are recorded and kept for two years.

Personal Data Authority
If you are not satisfied with the complaints handling by the complaints officer, you can file your complaint with the Personal Data Authority.

This complaint policy was last amended on 27-07-2020