The terms used in this complaints procedure have the following meanings:
The financial services provider: Triple A – Risk Finance B.V.
The complainant The individual who makes a complaint and/or his representative.
Complaint: Any statement intended by the complainant to be a complaint.
Employee: Any person who, under the responsibility of the financial service provider, carries out activities in the financial services sector.
All third-party statements that can be interpreted as a complaint will be immediately directed to the management.
Management will deal with each complaint.
Management will draw up a special complaints file for each complaint.
Within two working days after complaint, the complainant will receive written confirmation that their complaint has been received and that it will be dealt with by management. This confirmation shall contain:
If the complaint could lead to a claim for liability, the professional indemnity insurer will be immediately informed. All further steps in the processing of the complaint take place after discussion with the professional indemnity insurer.
If the complaint concerns persons working under the responsibility of the financial service provider, management shall inform the person(s) concerned of the complaint received and request their comments. A written summary of the response of the person(s) involved will be made and, after person(s) involved have signed, will be added to the complaint file.
After the management believes it has obtained sufficient information to reach a justifiable decision on the submitted complaint, the complainant will be contacted. As a matter of course, an attempt is made to hold a personal interview with the complainant. If the complainant chooses against this, they will be informed in writing of the management’s decision. If the management informs the complainant in writing of its opinion, the letter will at a minimum contain the following information:
After dealing with each complaint, management will consider whether there are ways to prevent a repeat of this type of complaint and, if so, what they are. If concrete measures are taken to this end, these will be recorded in the complaint file.
Each complaint file shall be kept for at least 12 months, starting from the moment the complaint is settled. If the complainant applies to a disputes committee, the complaint file will be kept for at least 12 months after the disputes committee has rendered its decision.
This complaints procedure will take effect immediately.
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