Complaint Procedure

At Alkafeel IT & Education, I strive to provide exceptional service and support to all clients. However, if you have any concerns or complaints about the services provided, I am committed to addressing them promptly and effectively. Please follow the steps below to ensure your complaint is handled appropriately.

1. Submit Your Complaint

To submit a complaint, please provide the following information:

• Your name and contact information
• A detailed description of the issue or concern
• The date(s) the issue occurred
• Any supporting documents or evidence (if applicable)

You can submit your complaint through sending e-mail to this e-mail address:

• complaint@alkafeel.nl

2. Acknowledgment of Receipt

Upon receiving your complaint, I will acknowledge receipt within three (3) business days. This acknowledgment will include an estimated timeline for resolving the issue and any additional information or clarification needed.

3. Investigation

I will conduct a thorough investigation of the complaint, which may involve:

• Reviewing relevant documents and records
• Interviewing involved parties (if applicable)
• Analyzing the information provided

4. Resolution

Once the investigation is complete, I will:

• Determine the appropriate course of action
• Communicate the findings and resolution to you in writing
• Implement any necessary corrective measures to prevent future occurrences

This process will typically be completed within ten (10) business days of acknowledging receipt of the complaint. If more time is needed, I will inform you of the revised timeline and the reasons for the delay.

5. Follow-Up

After the resolution has been communicated, I will follow up with you to ensure that the issue has been satisfactorily addressed and to gather any feedback on the complaint handling process.

6. Appeal

If you are not satisfied with the resolution, you may request an appeal by submitting a written request within ten (10) business days of receiving the resolution. Please include:

• The reason(s) for your dissatisfaction
• Any additional information or evidence

I will review the appeal and respond with a final decision within ten (10) business days of receiving the request.

7. Confidentiality

All complaints and related information will be treated with the utmost confidentiality and will only be shared with those directly involved in the resolution process.

8. Non-Retaliation

I am committed to ensuring that there is no retaliation against anyone who submits a complaint in good faith. Your feedback is valued and will be used to improve my services.

Contact Information

If you have any questions about this complaint procedure or need assistance, please contact me at:

• Email: complaint@alkafeel.nl
• Phone: +31 6 82 07 09 61

By following this procedure, I aim to address any concerns promptly and fairly, ensuring a positive experience for all clients. Thank you for your cooperation and understanding.