Complaints procedure

Complaints procedure Dutch Empire Security B.V.

Dutch Empire Security works strictly according to the Privacy Code of Conduct Sector Private Investigation Agencies of the Dutch Security Industry and under the supervision of the Dutch Data Protection Authority (AP). Dutch Empire Security's complaints procedure is in accordance with Article 18 (establishing complaints procedure) of the Private Security Organisations and Investigation Agencies Regulations. No costs are attached to the submission and handling of a complaint by Dutch Empire Security.

A complaint must be submitted within six weeks, counting from the date on which the conduct, about which the complaint is made, took place.
The complaint must be submitted to:

Dutch Empire Security B.V.
Attn: Complaints handling Dutch Empire Security
Ludolf de Jonghstraat 41 R
3043 JD Rotterdam

The complaint must at least contain:
a. Name, address of complainant;
b. Date;
c. Description of the conduct and/or service objected to;
d. The basis on which the complainant objects.

The management assesses the complaint and ensures that the handling of the complaint, within 14 working days of its receipt, is confirmed to the complainant through an acknowledgement of receipt. Within 30 working days of sending the acknowledgement of receipt, the management will take a position on the submitted complaint. The complainant will be notified in writing. Initially, an attempt will be made to mediate the complaint. If this does not lead to the desired result, an independent complaints committee will be called in.

Any complaint received will be notified by Dutch Empire Security to the Dienst Justis of the Minister of Security and Justice. The Minister will receive a copy of the submitted complaint.