Complaints procedure
TIC Assurance B.V.

Complaints Procedure TIC Assurance B.V.

 
1. General

1. In order to comply with the Further Regulations on Quality Systems (NVKS) and to ensure that persons outside our firm as well as persons employed by or associated with our firm can, without jeopardizing their legal position, raise alleged violations concerning the quality policy or the quality management system within or partly outside our firm, TIC Assurance B.V. has a complaints procedure. This complaints procedure ensures that complaints are handled and recorded carefully, confidentially, and in a timely manner. It also ensures that the alleged violations reported are dealt with promptly by taking appropriate measures when a complaint proves to be justified. The aim is to prevent recurrence.
2. The complaints procedure is published both on our website and in our quality system.
3. The management of TIC Assurance B.V. guarantees anyone associated with our firm who reports to the quality officer under this complaints procedure that the report will in no way negatively affect his/her functioning within the firm or his/her career.

2. Scope
This complaints procedure applies to the following situations:

1. Acts leading to criminal offenses by TIC Assurance B.V. or its employees;
2. Any actual or suspected other violations of laws and regulations by TIC Assurance B.V. or its employees;
3. Any actual or suspected violations of the quality policy and/or the quality management system of TIC Assurance B.V. by employees;
4. (Threatening) intimidation of employees by colleagues or supervisors;
5. (Threatening) unlawful destruction or manipulation of data or information;
6. Any situations that, in the opinion of the reporter, are eligible for reporting to the quality officer.

3. Procedure

1. If a situation falls within the scope of this complaints procedure, the reporter may report it to the quality officer of TIC Assurance B.V.;
2. Reports under this procedure, whether by internal or external persons, must be submitted exclusively digitally via mail@tic-assurance.nl.
3. The quality officer will confirm receipt of the report to the reporter within five working days. The quality officer will also inform the reporter how and within what period the report will be handled. This period is a maximum of three weeks after receipt of the report.
4. The quality officer will inform the reporter no later than three weeks after receipt about the handling of the report and, if applicable, the measures taken. If this period cannot be met due to unforeseen circumstances, the quality officer will inform the reporter accordingly and indicate the new timeframe within which the report will be completed.
5. Reports concerning an (imminent) violation of laws and regulations or the quality policy and/or quality management system of TIC Assurance B.V. will in all cases be handled by the quality officer with due regard for confidentiality.

4. Confidentiality

1. The report, related correspondence, handling, and recording will take place on the basis of confidentiality regarding the reporter’s personal data, unless the reporter releases the quality officer from his duty of confidentiality.