COMPLAINTS PROCEDURE

If something is not going well in our work together, we want to hear about it. This procedure describes how to raise a concern with The Factory and how we will handle it. The aim is to reach a resolution together: and to use the issue to improve how we work.

Before filing a formal complaint, please contact your engagement representative at The Factory. If you do not have a direct contact, or are not sure who that is, you can reach us at info@thefactory.nl or +31 (0)20 244 3257.

FILING A COMPLAINT

If we are unable to resolve your concern through that route, you can submit a formal complaint to our Quality Coordinators by phone, post, or email.

+31 (0)20 244 3257
Attn: Quality Coordinators, Veraartlaan 12, 2288 GM Rijswijk, The Netherlands
complaints@thefactory.nl

A case will be opened and the complaint will be registered in our Deviation Registry, after which the Quality Coordinators will take it forward.

HOW WE HANDLE A COMPLAINT

The Quality Coordinators aim to handle and resolve complaints within fourteen days. They start by contacting you to understand the issue, then engage the relevant colleagues at The Factory to discuss what happened and what a fair resolution looks like. Where appropriate, the Directors are consulted.

We will propose a resolution where one is in our scope. If the underlying cause sits outside The Factory, we will still work with you to find a workable next step. The case is closed when the matter has been addressed.

INTERNAL PROCEDURES

Complaints are recorded in our Deviation Registry, together with the cause, the corrective actions taken, and the measures put in place to prevent recurrence. The Quality Coordinators review the register at least every six months and advise on adjustments and preventive measures.

This procedure is reviewed during our internal audits and by external ISO 9001 audits.