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Complaints Policy

1. Definitions

1.1 In this Complaints Policy the following expressions have the following meanings:

“Appeal”

means your request to escalate a Complaint from Level One to Level Two if you are not satisfied with the outcome at Level One;

“Appeal Handler”

means the Appeal Handler of TPC Leadership working with Partner and Quality Manager who will handle Level Two Complaints;

“Complaint”

means a complaint about services sold by TPC Leadership, about our customer service, or about our employees or subcontractors;

“Complaint Handler”

means an employee of TPC Leadership working as Quality Manager who will handle Level One Complaints;

“Complaints Policy”

means this policy;

“Complaints Procedure”

means the internal complaints handling  procedure of TPC Leadership which is followed when handling a Complaint and is available from the Quality Manager for your reference;

“Complaint Reference”

means a unique code assigned to your Complaint that will be used to track your Complaint;

“Level One”

means the first stage in our complaints handling procedure under which your Complaint will be handled by a Complaint Handler; and

“Level Two”

Your complaint will first be escalated to the president of TPC Leadership Global. If further escalation is in order, a mediator will be engaged and then handled by a professional practitioner and you may appeal the outcome of a Level One complaint.

2. Purpose of this Complaints Policy

2.1 TPC Leadership welcomes and encourages feedback of all kinds from our clients. If you have a complaint about our services, our customer service, or about our employees and subcontractors, not only do we want to resolve it to your satisfaction but we also want to learn from it in order to improve our business and customer experience in the future.

 

2.2 It is our policy to resolve complaints quickly and fairly, where possible without recourse to formal investigations or external bodies. In particular, the aims of this Complaints Policy are:

  1. To provide a clear and fair procedure for any customers who wish to make a complaint about TPC Leadership, our services, our customer service, or about our employees and subcontractors;
  2. To ensure that everyone working for or with TPC Leadership knows how to handle complaints made by our customers;
  3. To ensure that all complaints are handled equally and in a fair and timely fashion;
  4. To ensure that important information is gathered from complaints and used in the future to avoid such a situation arising again.

3.What this Complaints Policy covers

3.1 This Complaints Policy applies to the provision of services by TPC Leadership, to our customer service and to our employees and subcontractors.

 

3.2 For the purposes of this Complaints Policy, any reference to TPC Leadership also includes our employees and subcontractors.

 

3.3 Complaints may relate to any of our activities and may include (but not be limited to):

  1. The quality of customer service you have received from TPC Leadership;
  2. The behaviour and/or professional competence of our employees and subcontractors;
  3. Delays, defects, poor workmanship, professionalism or other problems associated with the provision of services by TPC Leadership

3.4 The following are not considered to be Complaints and should therefore be directed to the appropriate person:

  1. General questions about our services;
  2. Matters concerning contractual or other legal disputes;
  3. Formal requests for the disclosure of information, for example, under applicable legislation;

4. Making a Complaint

4.1 All complaints, whether they concern our services, our customer service, or our employees and subcontractors, should be made in one of the following ways:

  • In writing, addressed to TPC Leadership, Quality Manager, Johannes Verhulststraat 155-h, 1075 GW in Amsterdam;
  • By email, addressed to  Quality Manager, at info.benelux@tpcleadership.com

4.2 When making a complaint, you will be required to provide the following information in as much detail as is reasonably possible:

  1. Your name, address, telephone number and email address (we will contact you using your preferred contact method as your complaint is handled);
  2. If you are making a complaint on behalf of someone else, that person’s name and contact details as well as your own;
  3. If you are making a complaint about a particular transaction, the title of the service and the date;
  4. If you are making a complaint about a particular employee or subcontractors of ours, the name and, where appropriate, position of that employee or subcontractor;
  5. Further details of your complaint including, as appropriate, all times, dates, events, and people involved;
  6. Details of any documents or other evidence you wish to rely on in support of your complaint;
  7. Details of what you would like TPC Leadership to do to resolve your complaint and to put things right (please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.)

5. How we handle your Complaint

5.1 TPC Leadership operates a two-stage complaint handling procedure. Following our Complaints Procedure, our aim is to always resolve complaints to your satisfaction at Level One without further recourse to Level Two. If you are not satisfied at the end of Level One, you may escalate your Complaint to Level Two.

 

5.2 Level One

  1. Upon receipt of your Complaint, the Quality Manager identified above in Section 4.1 will log the complaint in our complaints system and will acknowledge receipt of it in writing within two (2) Business Days, giving you a Complaint Reference.

  2. When we acknowledge receipt of your complaint we will also provide details of your Complaint Handler. This may be the Quality Manager to whom your original Complaint was directed (as above) or your complaint may be assigned to another appropriate member of our team. If your complaint relates to a specific employee or subcontractor, that person will be informed of your complaint and given a fair and reasonable opportunity to respond. Any communication between you and the employee or subcontractor in question should take place only via the Complaint Handler and we respectfully ask that you do not contact the employee or subcontractor in question directly concerning the complaint while we are working to resolve it.

  3. If we require any further information or evidence from you, the Complaint Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your complaint. We aim to resolve Level One Complaints within fifteen (15) business days, however in some cases, particularly if your complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.

  4. At the end of the Level One complaint process, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation and any action taken as a result. You will also be reminded of your right to escalate the complaint to Level Two.

5.3 Level Two

  1. If you are not satisfied with the resolution of your complaint at Level One, you may escalate the complaint to Level Two within five (5) business days. Your complaint will first be addressed by the Chair of TPC Leadership Global. If further escalation is appropriate, a mediator will be engaged and after that, when needed, handled by a Appeal Handler.
  2. Objections/escalation, citing your original Complaint Reference, should be directed to your original Complaint Handler who will forward the request to the Chair of TPC Leadership Global. Receipt will be acknowledged in writing within two (2) business days. When we acknowledge receipt we will also provide the details of the Chair of TPC Leadership Global or in the event of even further escalation the mediator or Appeal Handler.
  3. If your complaint concerns a specific employee or subcontractor, that person will be notified of your appeal and given an opportunity to respond. Any communication between you and the employee or subcontractor in question should only be through the person handling the complaint and we respectfully request that you do not contact the employee or subcontractor in question directly about the complaint while we are in the process of resolving it.

  4. If we require further information or evidence from you, the Chair or, if necessary in the event of even further escalation, the Mediator or Appeal Handler will contact you as soon as reasonably possible to request it. We ask that you make reasonable efforts to provide such information or evidence to us promptly to avoid delaying the complaint handling process. If for any reason you are unable to provide such information or evidence, we will make every reasonable effort to proceed without it, but you should be aware that we will not ask for more information or evidence unless we believe it is important to the successful resolution of your complaint.

  5. We aim to resolve Level Two Complaints within ten (10) business days, however in some cases, particularly if your complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.

  6. At the conclusion of the Level Two procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. Our decision at this stage is final.

6. Confidentiality and Data Protection

6.1 All complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those employees and subcontractors of TPC Leadership who need to know in order to handle your complaint.

 

6.2 We may ask for your permission to use details of your complaint (with your personal details removed) for internal training and quality improvement purposes. If you have given such permission, you may revoke it at any time by contacting the Quality Manager, whose details are provided above in Section 4.1.

 

6.3 All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of EU data protection law.

7. Questions and further information

If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please contact the Quality Manager at info.benelux@tpcleadership.com.

8. Policy responsibility and review

8.1 Overall responsibility for this Complaints Policy within TPC Leadership and the implementation thereof lies with the Managing Partner.

 

8.2 This Complaints Policy is regularly reviewed and updated as required.

 

8.3 Complaints will be discussed at the management review and analysed on a yearly basis.

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