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Complaints procedure1. What we mean by certain words2. Who handles your complaint3. How to file a complaint4. Deadlines5. How we record complaints6. Effective date

Complaints procedure

Are you not satisfied with our work? Let us know. This procedure explains how to file a complaint and how we handle it.

1. What we mean by certain words

Alvelion / we: the company that carries out your assignment.

Management: the people who manage Alvelion.

Employee: someone who does work for us, based on an employment contract or another agreement.

Complaint: a written notification in which you indicate that you are not satisfied with our work.

Complainant: the person who files the complaint.

2. Who handles your complaint

The management is responsible for recording, handling, and resolving complaints about our work.

Is your complaint about the amount of our invoice? Then first submit it to the advisor responsible for your assignment.

3. How to file a complaint

You must submit your complaint in writing, by post or by email, to the management:

In your complaint, include at least:

  • your name and address;
  • the date;
  • a clear description of your complaint and against whom the complaint is directed.

We will send you a confirmation within a week of receipt. In it, you will also read how we will further handle your complaint.

4. Deadlines

Within two weeks of receipt, we will contact you. In that discussion, we will see if we can resolve your complaint in consultation, and whether the complaint requires further handling.

Does this discussion resolve your complaint? Then we consider the complaint to be settled. We will confirm this in writing to you and to the person against whom the complaint is directed.

Does the discussion not resolve the complaint? Then we will further handle the complaint. We will initiate a further investigation and, if necessary, involve experts.

We will inform you in writing and with explanation of our findings no later than eight weeks after receipt of the complaint.

5. How we record complaints

We record every written complaint, with the following details:

  • your name and address;
  • the date;
  • a clear description of the complaint and against whom the complaint is directed;
  • the date of resolution;
  • the judgement of the management.

6. Effective date

This regulation applies from 1 July 2026 and is available on our website.