Complaints Procedure

Zaphex / we: the entity that carries out your assignment.

Management: the people who manage Zaphex.

Employee: someone who does work for us, based on an employment contract or another agreement.

Complaint: a written notification in which you indicate that you are not satisfied with our work.

Complainant: the person who files the complaint.

The management is responsible for recording, handling, and resolving complaints about our work.

Is your complaint about the amount of our invoice? Then first submit it to the advisor responsible for your assignment.

You must submit your complaint in writing, by post or by email, to the management:

​• by email: klacht@Zaphex.com
​• by post: Zaphex, philippusweg 4. 3125 AS Schiedam

In your complaint, please include:

​• your name and address;
​• the date;
​• a clear description of your complaint and against whom the complaint is directed.

We will send you a confirmation within a week of receipt. In it, you will also read how we will further handle your complaint.

Within two weeks of receipt, we will contact you. In that consultation, we will see if we can resolve your complaint in discussion, and whether the complaint requires further handling.

Does this consultation resolve your complaint? Then we consider the complaint to be settled. We will confirm this in writing to you and to the person against whom the complaint is directed.

Does the consultation not resolve the complaint? Then we will further handle the complaint. We will initiate a further investigation and, if necessary, involve experts.

We will inform you in writing and with explanation of our findings no later than eight weeks after receipt of the complaint.

We record every written complaint, with the following details:

​• your name and address;
​• the date;
​• a clear description of the complaint and against whom the complaint is directed;
​• the date of resolution;
​• the judgement of the management.

This regulation applies from 10 August 2026 and is available on our website.