Complaints procedure

A happy relationship is important to Jolles & Ko Accountants, therefore we continue to work at the quality of our services.

However, mistakes can be made and misunderstandings can arise. If you are dissatisfied with one of our staff members, about our services or any aspect of our Organization, we invite you to let us know as soon as possible. We take your comments very seriously and where desirable, we are in search of a suitable solution with you. 

Resolving complaint by telephone

Complaints can often be solved best during a good conversation (by phone or in person); Therefore, we kindly ask you to contact us for phone consultation about the problem or to make an appointment.

If the complaint involves a certain person, it is preferable that you first try to reach a solution with this person. If this does not work or you have reasons for not wanting to, you can also contact Mr. F.H. Jolles RA. 

Formal written complaints procedure

Is your problem not solved with a conversation or you don’t want to, then you can submit a formal written complaint. This can be done through the form you can download from our website or through our secretaries. You can then send the completed form to our office, to attention of Mr F.H. Jolles RA.

You can also choose to file the complaint by telephone to one of our employees. Please mention that you would like the complaint to be dealt with through the official complaints procedure. The employee will then fill in the complaints form during the phone call; you will receive two copies. We ask you to return a signed copy. 

Further development of the procedure

The procedure is then as follows: Mr F.H. Jolles RA will review your complaint as soon as possible and consult with you and the other parties involved to reach a satisfactory solution. If he can’t respond within a few days, then he will at least confirm the receipt of your complaint within a few days. In most cases he will also contact you to discuss further steps. Possibly further information or clarification is required. We try to solve your complaint within three weeks. If we are unable to, then you will be informed about the reason for this, and kept informed of the progress of the procedure. Of course, you will receive a written confirmation of the completion of the outcome of the proceedings. 

Other aspects to our complaint procedure

According to the Rules of professional conduct and practice, all complaints and the aspects of the resolution of your complaint will be filed.. Of course the information will be handled carefully and confidentially.

In certain situations it may be necessary to seek advice from professional independent external bodies. With filing your formal complaint you therefore will be requested to give permission to provide (copies of) relevant documents to any experts. As usual we ask them for secrecy. 

In conclusion

If you have a complaint and let us know, we appreciate that very much. It means that you give us a second chance. You can be assured that we take all reasonable complaints in the evaluation of our Organization and do our best to minimize recurrence of the problem.

We look forward to a good relationship and cooperation.

Jolles & Ko Accountants B.V.