Procedure description complaints and appeals for stakeholders

The process of responding to and addressing complaints and appeals is an integral part of our company’s client relations and assurance of customer satisfaction.

It is St. RUUV policy that complaints and appeals shall be handled within a reasonable timescale and as transparently as possible, whilst fully respecting principles and requirements of confidentiality and impartiality and will not result in any discriminatory actions.

This document is applicable for any complaint raised by a customer, potential customer or any stakeholder who may have concerns about or are dissatisfied with any aspect of our service.

It is also applicable in the case of an appeal by a customer against an St. RUUV decision during the inspection process.

Complaints about St. RUUV services or processes
Complaints should be addressed to the St. RUUV Nederland office to investigate and respond. You will receive acknowledgment, a review of the issue will be initiated, and a response will be made by a person independent of the issue.

Appeals against decisions made at various stages during the inspection process
Appeals should be addressed to the St. RUUV Nederland office to investigate and respond. You will receive acknowledgment, a review of the issue will be initiated, and a response will be made by a person independent of the issue.

How to register a complaint or appeal
You can register a complaint or appeal by completing the form available on our website or you can contact the St. RUUV Nederland office directly and submit your complaint.

RUUV Foundation
Attn P. Boerhout
Mozartlaan 27E
P.O. Box 7
1200 AA Hilversum

Tel +31 (0) 35 7 200 150
E-mail info@ruuv.nl

Complaints and appeal procedure

1. Address the complaint or appeal to St. Ruuv. To assist in this process, please substantiate your complaint or appeal with objective evidence as far as possible and accurate discriptions of locations, dates and people involved.
2. St. Ruuv will acknowledge the receipt of the complaint or appeal in writing, normally within one working day of reception.
3. The complaint or appeal will be investigated by a St. Ruuv Nederland officer, not involved in the issue.
4. The results of the investigation will be communicated with the complainer of appellant.
5. In case you are not satisfied with the results of our investigation, you will be asked to submit a request for reconsideration, which will be investigated by another St. Ruuv Nederland officer.