Complaints protocol

We do our utmost to serve our clients and candidates as best as possible. But of course it is possible that you are dissatisfied with us. In that case you can file a complaint. We always take a complaint or expression of dissatisfaction very seriously and at the same time we see it as an opportunity to optimize our services.

Complaints procedure

1. You can of course always call us on 020-4414707 if you are dissatisfied with our services. We may be able to solve the problem. Do you want to file a formal complaint? Send an email to info@babbage.nl with 'complaint' in the subject. You will receive a response as soon as possible, but always within 2 working days of receipt of a complaint. This can be by telephone or in writing. We register the complaint in our quality system to monitor the handling.
2. We will investigate the complaint as soon as possible. You may be invited to provide an explanation. We will agree on the time, location and form (Teams or physical) together with you. We treat employees confidentially and always make it clear which persons are involved in the file. We will make agreements together about the handling of the complaint and the period within which this will happen. We will share agreements made with you in writing. We aim to complete the entire procedure within 5 working days.
3. If a complaint cannot be handled within the proposed time, you will be notified with an indication of the handling time. This can be caused by the complexity of the complaint.
4. Once a complaint has been settled, we ask you to respond in writing whether the complaint has been settled satisfactorily. Do you disagree with the settlement? Depending on the type of complaint, we can submit it to an independent mediator. We will follow the mediator's judgment where possible.
5. All processed complaints are discussed once per quarter in our quality meeting. From this meeting we take actions to prevent similar complaints in the future. In this way, your complaint contributes to the improvement of our services.