Complaints procedure

Article 1. Definitions and scope

For the purposes of this procedure:

1. the organisation: Santos Recherchebureau B.V., trading as Santos Recherchebureau;
2. the complainant: the person whose interest is directly affected by the organisation's conduct;
3. conduct: any act or omission by the organisation or its staff;
4. the respondent: the organisation against whose conduct a complainant has filed a written complaint;
5. a written complaint: a written complaint about conduct by the respondent;
6. the complaints committee: the committee authorised to handle written complaints on appeal;
7. a notice of appeal: a written complaint against a director's decision, the absence of a decision by a director, or conduct by a director.

Article 2. Scope of application

This procedure applies to the handling of complaints about conduct by Santos Recherchebureau B.V. (Santos Recherchebureau) and its staff.

Article 3. Method of filing

1. A complainant or their authorised representative may file a complaint with the director of the organisation responsible for the conduct.
2. A written complaint must be signed and include at least: the complainant's name and address; the date; a description of the conduct being complained about; and the grounds for the complaint.
3. If the written complaint does not meet the requirements of the second paragraph, the director will notify the complainant and invite them to remedy the omission within two weeks.
4. If the complainant does not remedy the omission referred to in the third paragraph, the complaint will not be processed.

Article 4. Filing deadline

The deadline for filing a written complaint is six weeks from the date on which the conduct complained about occurred.

Article 5. Free of charge

There are no costs associated with handling a written complaint.

Article 6. Acknowledgement of receipt

The director will send an acknowledgement of receipt within two weeks of receiving the written complaint.

Article 7.

Within two weeks of receiving the complaint, the director will send a copy of the written complaint to Justis, part of the Ministry of Justice and Security.

Article 8. Oral handling procedure

1. The director of the organisation investigates the complaint and invites the complainant for a personal meeting.
2. The director hears the complainant and may also gather information from third parties.

Article 9. Written handling procedure

1. If the complainant does not wish to be heard, the complaint is handled in writing.
2. If the written complaint does not meet the requirements of Article 3, it will not be processed.

Article 10. Decision

The director decides on the complaint within six weeks of receiving the written complaint.

Article 11. Written notification

The decision on the complaint is communicated to the complainant in writing.

Article 12. Notice of appeal

Within six weeks of receiving the director's decision, a notice of appeal may be filed with the independent complaints committee.

Article 13. Method of filing

1. A complainant or their authorised representative may file a notice of appeal with the complaints committee.
2. A notice of appeal must be signed and include at least: the complainant's name and address; the date; a description of the conduct being complained about; and the grounds for the complaint.
3. If the notice of appeal does not meet these requirements, the complaints committee will notify the complainant and invite them to remedy the omission within two weeks.
4. If the complainant does not remedy the omission, the complaint will not be processed.

Article 14. Acknowledgement of receipt

The complaints committee will send an acknowledgement of receipt within two weeks of receiving the notice of appeal.

Article 15. Method of handling

1. If a notice of appeal does not relate to one of the subjects referred to in Article 1(7), the complaints committee will declare the appeal inadmissible.
2. If the appeal is admissible, the complainant and the respondent are invited to a hearing.
3. The complaints committee may also gather information from third parties.

Article 16. Decision

The complaints committee decides within six weeks of receiving the notice of appeal.

Article 17.

The decision is communicated in writing to the complainant and the respondent.

Article 18.

A copy of the notice of appeal and the decision is sent to Justis, part of the Ministry of Justice and Security.