Complaints procedure Your Trust

Your Trust sets great store by good relationships with our customers and other stakeholders. We are therefore constantly striving to improve the quality of our services and customer satisfaction.

We do realize, however, that whenever people work together misunderstandings can arise or mistakes be made. If you are not satisfied with your contacts with any of our employees, with our services or with any other aspect of our organization, we expressly invite you to let us know as soon as possible. We take your comments very seriously. We learn from them and we are always happy to work with you to find a satisfactory solution.

LET US KNOW!

If you have any problems with our services or other aspect of our relationship with you, please tell us. Often, a candid conversation about your experiences and expectations goes a long way towards resolving the issue. We would really appreciate it if you contact us to discuss the matter on the phone or to make an appointment to talk about it face to face. If your complaint concerns a specific person, our preference is that you first try to find a solution directly with the individual concerned. If this does not prove possible, or you would rather not take this approach, you can also contact a member of our management team directly.

FORMAL WRITTEN COMPLAINTS

If an informal conversation or meeting does not resolve your problem, or if you believe that this is not the right approach for your particular issue, you can submit a formal complaint to us in writing using the form below.

PROCEDURE

Once you have submitted the form or informed us of your complaint by telephone, the procedure is as follows. First, one of the members of our Complaints Committee (consisting of the Compliance Officer and one or more of our day-to-day management team) considers your complaint as a matter of urgency and consults with you and the other relevant partners in an effort to reach a satisfactory solution as soon as possible. If they are unable to respond substantively within a few days, they will at least confirm receipt of your complaint. In most cases, they will also contact you directly to discuss further steps. You may also be asked for further explanation or information. We aim to complete the procedure within three weeks. Should this not prove possible, you will be notified of the reason and also kept informed of progress. Naturally, once the procedure is complete you will receive written confirmation of its outcome.

OTHER ASPECTS

All information related to your complaint is of course treated with the greatest of care and in strict confidence. In certain situations, however, it may be necessary to seek advice from independent professional bodies. When lodging a formal complaint with us, you will therefore be asked for permission to make copies of relevant documents available to those experts. As is our standard practice, we also ask them to treat all such material in strict confidence.

We would like to emphasize that we truly appreciate every expression of dissatisfaction or complaint. By informing us about them, you give us a second chance. You can rest assured that we take all well-founded complaints into account when evaluating our organization and do our utmost to prevent any recurrence of the problem in question. In all cases, we sincerely hope that the final outcome will be a renewed positive relationship between us.

LET US KNOW!

FORMAL WRITTEN COMPLAINTS

PROCEDURE

OTHER ASPECTS

Complaint form

SERVICES

WHO WE ARE

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