Engels - English

NVA Complaint Policy - Klachtenreglement

Quality and attention are paramount for NVA. However, it may happen that you do not feel well treated by NVA or by an NVA employee. Then you can file a complaint.
We would like to solve complaints together. For this we follow three steps.
1. First you discuss the complaint with the employee and you try to find a solution together.
2. If that doesnt work, the employee asks the manager for help.
3. If that also fails, you can address your complaint to the managing director, the complaint procedure.

The complaint procedure
You send a letter with your complaint to the managing director. The managing director will contact you within ten days to find a solution together. If this fails, the managing director will present the complaint - with a report of the steps taken - to the Complaints Committee. The Complaints Committee gives advice to the managing director within three weeks. The managing director must stick to this advice. The managing director invites you for an interview to discuss the advice.