Complaint regulation

The Twelve B.V. is committed to satisfy customers. If a contractor discovers deficiencies during the execution of a project, this customer is requested to submit the complaint in writing, providing solid arguments to the board of The Twelve B.V. within a maximum period of two weeks after termination of the contract. The Twelve B.V. will inform you within two weeks of the receipt of your complaint. A complaint will always be kept confidential. The Twelve B.V. will aim to solve the complaints within twelve weeks after its reception. Complaints will be registered and stored for a period of 3 years. If The Twelve B.V. needs more time the complainant will be informed before the twelve weeks are over, at the same time giving an indication of when the result can be expected. If the way the complaint is being dealt with is not to the satisfaction of the customer, the complaint may be submitted to mr. G. Van Voorst jr. the Complaint Ombudsman of The Twelve BV. He is an independent mediator, appointed by The Twelve B.V., whose decision will be binding on both the complainant and The Twelve B.V.. His details are: mr. G. van Voorst,, Singel 63, 1052 VD Amsterdam, The Netherlands. 0031628339406.



The Twelve B.V. is listed on the CRKBO, the Central Register of Short Educational & Vocational Training Courses, and we are therefore a recognised institution in terms of the European VAT Directive.