Complaints and Incident Procedure – SMES Solutions for Management and Employment Support N.V.
Overview
SMES N.V., is committed to providing high-quality, reliable, and compliant services. To uphold our service standards, we maintain a structured Complaints and Incident Procedure. This ensures that any dissatisfaction or irregularity is handled promptly, fairly, and transparently. All complaints and incidents are logged, investigated, and resolved in accordance with internal compliance protocols and relevant regulatory requirements, on a timely basis.
Definitions
• Complaint: An expression of dissatisfaction regarding a service provided by SMES N.V., whether justified or not. Complaints or incidents may be submitted via email, written correspondence, or verbal communication. Clients are encouraged to provide detailed information and supporting documents,
if any at email address:
• Incident: An unintended event or breach that may compromise service quality, client trust, regulatory compliance, or internal controls.
Step-by-Step Procedure
1. Submission: Complaints or incidents may be submitted via email, written correspondence, or verbal communication. Clients are encouraged to provide detailed information and supporting documents, if any.
2. Acknowledgement: SMES N.V. will acknowledge receipt of the complaint or incident and will handleit within two (2) business days and assign a responsible officer to manage the case.
3. Logging: All cases are documented in the internal Complaints and Incidents Register, including relevant details such as date, client identity, nature of issue, and person handling the matter.
4. Investigation: A thorough investigation is conducted by the responsible officer or compliance team. This may involve interviews, document reviews, and consultations with relevant staff or third parties.
5. Interim Communication: The client will receive regular updates, especially if the resolution process exceeds five (5) business days.
6. Resolution: Once findings are concluded, a formal response is issued, including corrective actions, if any. Clients will be informed accordingly in writing.
7. Escalation: If the client is not satisfied with the outcome, they may escalate the matter.
8. Reporting: Serious incidents that involve potential regulatory breaches are reported to the relevant authorities, including the governmental entities if required.
9. Record Retention: All records related to complaints and incidents are securely stored.
Important Considerations
• SMES N.V. treats all complaints and incidents with confidentiality and impartiality.
• Clients are encouraged to report issues promptly to enable swift resolution.