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Complaints Procedure: How to Address Your Concerns

1. Complaints

The actions or omissions of our employees are considered to be our responsibility, provided they can be attributed to us.

At every stage of the complaint process, we will assess whether we can resolve the issue informally to your satisfaction.
If the complaint is satisfactorily resolved this way, we will not need to apply this procedure further.
In that case, you will receive written confirmation of the resolution.

2. Complaints Procedure

A complaint must be submitted to us in writing via email at info@bourbonstreet.nl

The complaint must include at least the following information:

Your name and contact details
The date of submission
A description of the action or omission to which the complaint relates

If you have previously submitted the complaint elsewhere, you must include the response to your original complaint.

Anonymous complaints will not be processed.

If your complaint does not meet the above requirements, it will be deemed inadmissible, and we will not process it.

There is no fee for filing a complaint.

We will send an acknowledgment of receipt within ten business days. This acknowledgment will include:

The name of the primary complaint handler
An invitation to provide any additional comments
A request for your desired outcome
An outline of the next steps in the complaints procedure

The complaint handler will inform the person(s) involved in the complaint and allow them to respond.

If your complaint concerns a violation of The Dutch Private Security Organizations and Detective Agencies Act (WPBR), the complaint handler will send a copy of the complaint to the Directorate of Administrative Affairs of the Ministry of Justice and Security within ten business days.

The complaint handler will then gather all relevant information.

The complaint will be processed within four weeks of receipt. If an extension is necessary, you will be informed of the reasons for the delay and the expected timeframe for resolution.

The complaint handler will prepare a report with an assessment of the complaint and notify you, the person(s) involved, and our management team in writing about the decision regarding the validity of the complaint, possibly with recommendations.

If you disagree with the decision or resolution, you can appeal within six weeks. Your appeal must include additional comments or supporting information.

A different complaint handler will review the appeal and process it within four weeks of receipt. If more time is needed, you will be informed accordingly.

The appeal handler will prepare a report with an assessment of the appeal and notify you, the original complaint handler, the person(s) involved, and our management team in writing about the decision, possibly with recommendations.

3. Confidentiality and Privacy

We ensure that complaints are handled confidentially by an employee who was not directly involved in the actions or omissions that led to the complaint. Both the complaint handler and the person(s) involved will maintain confidentiality throughout the complaint process.

4. Complaint Registration

The complaint handler will register the complaint, including the subject of the complaint. Complaints may also be categorized into multiple subjects.

We analyze complaints periodically, focusing primarily on recommendations to prevent future complaints and improve procedures where necessary.