Complaints procedure

Below is the Complaints Procedure of Bitonic.

This document outlines how Users can file a Complaint and how Bitonic records and handles such Complaints. The definitions used in this document have the same meaning as those in the User Agreement. Additionally, supplementary definitions are included in article 1 of this document.

Article 1: Definitions

Complaint

Any written expression of dissatisfaction from or on behalf of the User towards Bitonic, concerning the Services provided by Bitonic, the persons working under its responsibility, or relating to the formation or execution of an agreement and/or the quality of the Services.

Complainant:

The User or their representative who submits a Complaint.

Complaints Officer

The Bitonic employee designated to handle and resolve a Complaint.

Article 2: Scope of application

1. The Complaints Procedure applies to every agreement between Bitonic and the User.
2. The Complaints Officer is responsible for handling Complaints in accordance with the Complaints Procedure.

Article 3: Objectives

1. To establish a procedure for the constructive handling of User Complaints within a reasonable time frame.
2. To define a process for identifying the causes of Complaints.
3. To maintain and improve existing relationships through effective Complaint resolution.
4. To train Bitonic staff to respond to Complaints in a customer-oriented manner.
5. To enhance the quality of Services by addressing and analysing Complaints.

Article 4: Procedure

1. The User may submit a Complaint via klachten@bitonic.nl or by using a complaint template provided by Bitonic. In either case, the Complaint will be forwarded to the Complaints Officer.
2. The Complaints Officer acknowledges receipt of the Complaint within 5 business days, informs the Complainant whether the Complaint is admissible, and if so, provides information on the next steps. The Complaint is then recorded in the register.
3. To be admissible, a Complaint must pertain to the Services provided by Bitonic, the persons working under its responsibility, or relating to the formation or execution of an agreement and/or the quality of the Services. Complaints must be submitted within a reasonable timeframe after the issue arises and must contain sufficient details. Should Bitonic require additional information and/or documentation from the Complainant to determine admissibility, Bitonic shall notify the Complainant no later than one month after receipt of the complaint.
4. If the Complaint concerns a Bitonic employee, the Complaints Officer notifies the employee and provides both the Complainant and the involved Bitonic employee with the opportunity to provide further explanation.
5. The involved Bitonic employee, together with the User and the Complaints Officer, seeks to reach a solution.
6. The Complaints Officer resolves the Complaint within 2 months of receiving the complaint. If this is not possible, the Complainant is informed in writing of the reason for the delay, including an indication of when a decision will be made.
7. The Complaints Officer provides both the Complainant and the involved Bitonic employee with written notice of the decision regarding the admissibility of the Complaint and, in the case of inadmissibility, offers the Complainant a clear explanation of the reasons for the rejection.
8. The Complaint is recorded in the register following its resolution and decision, including the outcome. If the Complainant does not agree with the resolution and/or decision, the Complainant may submit the Complaint to Kifid within the applicable timeframe.

Article 5: Confidentiality and cost-free complaint handling

1. The Complaints Officer and the involved Bitonic employee shall maintain confidentiality during the handling of the Complaint.
2. The Complainant is not liable for any costs related to the handling of the Complaint.

Article 6: Responsibilities

1. The Complaints Officer is responsible for the timely and proper resolution of the Complaint.
2. The involved Bitonic employee keeps the Complaints Officer informed of any contact with the Complainant and possible solutions.
3. The Complaints Officer regularly informs the Complainant about the progress of the Complaint handling.
4. The Complaints Officer manages and maintains the file.

Article 7: Complaint Registration

1. The Complaints Officer records the Complaint, including the subject of the Complaint.
2. A Complaint can be classified under multiple subjects.
3. The Complaints Officer periodically reports on the handling of Complaints and makes recommendations to prevent new Complaints and improve procedures.
4. At least once a year, the reports and recommendations are discussed within Bitonic and submitted for decision-making.