Zaurus values satisfied customers and that is why we work constantly to improve the quality of our products and services
However, it is only human to make mistakes. If there is something you are unhappy about our service or part of our organization, we would like to hear that from you as soon as possible. We will take your feedback or complaints seriously and, together, we will find a propper solution.
If you have some feedback for us about or products or services, please let us know via e-mail at email@example.com. We will come back to you within 5 working days.
Informal complaints - contact by phone
Most of the times, a good conversation via phone can solve most complaints. That is why we would like to ask you to first give us a call to see if we can work something out.
If the complaint is directed at a certain person, please contact that person first to see if you two can work things out.
If it that is not possible, or you would rather not, please send an e-mail to our board of directors at firstname.lastname@example.org for the attention of Niels Greidanus.
Formal complaints - Written complaint procedure
Is your complaint not solved by a conversation or is the complaint not fitting to a verbal resolution, then please sent us a written complaint by sending an e-mail to email@example.com.
You can also choose to call us regarding the complaint and have one of our staff start the complaint procedure. Make sure to be very clear that you want to have the complaint follow the official complaint procedure. This person wil register your complaint with the board.
Actions during complaint procedure
The complaint procedure will be as followed: Zaurus will take your complaint into consideration within 14 days and work with you and any other impacted persons to reach a satisfying conclusion.
If we cannot manage to resolve it within that time, we will at the very least send you a confirmation of receiving the complaint. In most cases you will be contacted to discuss any additional steps. We can also contact you to ask for additional information.
Our goal is to resolve your complains within 3 weeks. If we cannot manage that, we will inform you about the reason for that and you will be kept up-to-date about any additional progress.
When the complaint has been resolved, you will receive a written confirmation of the resolution.
Additional aspects of the compaint registration
All aspects of the resolution will be logged. We will treat all information with care and the confidentiality it deserves.
In certain situations, we may need to call in external professional advice. When you lodge a formal complaint with us, we may have to ask your permission to send (copies of) certain pieces of information/documentations to these external agencies. In all cases, we will ask them to sign a confidentiality agreement.
We value and appreciate any feedback or complaints you may have for us. Through this, you give us a chance to improve. rest assured that all valid feedback and complaints will be evaluated by the organisation and we will take measures to minimize any chance of the problem repeating itself.