Complaint handling>

Schep Vastgoedmanagers BV (hereinafter: Schep Vastgoedmanagers) does its utmost to satisfy tenants, residents, clients, and other stakeholders within the scope of its powers.

A complaint is a gift
Customer satisfaction is extremely important to us. Despite our efforts to satisfy everyone, it is possible that you may not be satisfied with our organization or one of our employees. Please let us know, as your complaint can help us to further improve our services.

Complaints are handled confidentially and only those persons for whom it is desirable or necessary on account of their position are informed of (the existence of) the complaint.

Complaints about our general services
Complaints concern any written expression (including email and fax) of dissatisfaction by a customer or business relation about the actions or omissions of Schep Vastgoedmanagers.

The complaint must include a name and contact details, details of the address of the rental or homeowners' association complex (if applicable), and the complainant's opinion regarding the complaint.

Complaints can be sent to:
Schep Vastgoedmanagers BV
Attn: Management
PO Box 612
2700 AP ZOETERMEER
Email:c.vangrevenbroek@schepvastgoed.nl

Exclusion of complaints
A complaint made by telephone or verbally is not considered a complaint. An employee to whom the complaint is made must inform the complainant that, if the complainant wishes to submit a complaint, he/she can do so in writing.

Anonymous complaints cannot be processed.

Handling and resolution of complaints

• Receipt of the complaint will be confirmed immediately, stating who will handle the letter or complaint.

• The complainant will receive a substantive response within three weeks (at the latest).

  
  

Supervision and management
Supervision of compliance with the Complaints Procedure is carried out by the executive secretariat of Schep Vastgoedmanagers. The details of the complaint will be retained for a period of at least one year after the complaint has been resolved.