Purpose

E-mergo strives to ensure that its customers are satisfied with the quality of its products and services and continuously tries to improve them. Still, it can happen that you are dissatisfied with something. This complaints procedure has been drawn up for that purpose.

This complaints procedure describes the steps E-mergo takes to handle customer complaints in a professional and efficient manner. The purpose of this procedure is:

• To increase customer satisfaction by taking complaints seriously and resolving them;
• To learn from complaints in order to improve the quality of our products and services.

Scope

This procedure applies to all customer complaints about E-mergo's products and services, regardless of the channel through which it is received.

Submitting a complaint

A complaint can be submitted to E-mergo verbally or in writing.

• Verbal complaints can be submitted by phone, during a visit to your office by one of our consultants or account managers, or via an appointment at our office;
• Written complaints can be submitted by email (support@e-mergo.nl) or via the chat function on the E-mergo website.

Content of the complaint

To handle your complaint as well as possible, we ask you to include as much of the following information as possible in your complaint:

• Which product(s) or service(s) you receive from E-mergo;
• Who your primary consultant is;
• Which product, service or E-mergo employee your complaint relates to.

Handling of the complaint

Your submitted complaint will receive a substantive response within 5 working days. Complaint handling includes the following steps:

1. Registration of the complaint;
2. Assessment of the complaint;
3. Investigation into the cause of the complaint;
4. Drawing up an action plan;
5. Implementation of the action plan;
6. Evaluation of the complaint handling.

Timelines

The management or quality officer will inform you within 5 working days of receipt of the complaint. We aim to complete your complaint handling within 10 working days. In exceptional cases where this is not feasible, you will be informed of this.

Communication

The management or quality officer will keep you informed of progress throughout the complaint handling process.

Satisfaction survey

After completion of the complaint handling, E-mergo will ask you to fill in a satisfaction survey. This allows us to assess whether the measures taken have proven effective, and we would also like to hear how you experienced the complaints procedure.

Confidentiality

All complaints are treated confidentially. All complaints are kept for 3 years by default, unless you object to this and submit a written request to us to have the complaint deleted.

Changes

This complaints procedure may be amended by E-mergo's management.

Effective date

This complaints procedure takes effect as of April 2025.

Contact details

support@e-mergo.nl
sales@e-mergo.nl
<your account manager>@e-mergo.nl

Complaints procedure

This complaints procedure can be consulted on the E-mergo website.