Complaints procedure

RSW’s complaints procedure covers situations in which a client, employee or other interested party believes that RSW or an employee of RSW has breached the principles described in this code of conduct, such as integrity, objectivity, expertise, carefulness, confidentiality, secrecy and independence.

The procedure to be followed is given below:

1. A situation that falls within the scope of this complaints procedure can be reported in writing, by phone or by e-mail to the compliance officer, Edwin Verhoeven, e-mail: compliance@rsw.nl.
2. The compliance officer will confirm receipt of the complaint to the complainant within 1 week. The compliance officer also informs the complainant how their complaint will be processed and in what timeframe. This timeframe is generally a maximum of four weeks after receiving the complaint.
3. Upon receiving the complaint, the compliance officer assesses which people from the organisation need to be involved in processing the complaint.
4. The compliance officer informs the complainant within at most four weeks about the handling of their complaint and the measures that were taken. If unforeseen circumstances mean that this timeframe cannot be met, the compliance officer will inform the complainant and indicate the timeframe in which they will be informed about the handling of their complaint.
5. Reports about an actual or impending breach of internal or external professional regulations are handled in all cases by the compliance officer in consultation with the deputy compliance officer, Chantal Goossens–Aarts, taking confidentiality fully into account.