Complaints procedure

Submitting complaints

You are kindly requested to submit complaints about services offered to the managing partner of Merlin’s View B.V. within 14 days after delivery and to substantiated these sufficiently. If these conditions are not fulfilled you are considered to agree with the services delivered and to have renounced all rights and competences that you are entitled to per law or agreement. The submission of a complaint does not cancel or postpone your obligation to pay invoices due.
A complaint should at least include:
1. Your name and adress
2. Date of your complaint
3. A clear description of your complaint
4. Date, time and place our service was delivered, including name of coachee
5. The reason why you object
6. Your signature

We try to handle claims within 14 days after we receive them.

You may send your complaint to:
Drs A. Iedema RA
Managing Partner
Merlin’s View B.V.
Daviottenweg 40
5222 BH Den Bosch
Bert.iedema@merlinsview.eu

Appeal

In case you disagree with our handling of your complaint, you may contact our external Appeal committee. An appeal against our dealing with your complaint has to be submitted within 14 days after we handled your complaint. An appeal has to be submitted in writing, addressed to the Appeal committee and sufficiently substantiated. If these conditions are not fulfilled you are considered to agree with the services delivered and to have renounced all rights and competences that you are entitled to per law or agreement. The submission of an appeal does not cancel or postpone the obligation to pay invoices due.
Our external Appeal committee consists of:
• mr. M. Amende, lawyer, mediator and trainer in Zutphen

The Appeal committee will deal with your appeal within 4 weeks after receipt. The ruling of the Appeal committee is binding for all parties involved.

You may send your appel to the external Appeal committee, per attention of:
mr. M. Amende
Email: michael.amende@amende-advocaten.nl

More time required

In case the dealing with a complaint or appeal takes substantial time, the submitter of the complaint will be informed in writing within the procedural deadlines, including the reason and the length of the potential delay.

The dealing of complaints is confidential. Complaint files will be kept for 24 months.