Complaints procedure

What to do in case of a complaint

We have drawn up a complaints procedure in accordance with Article 18 of the Regulation on Private Security Organizations and Investigation Agencies (RPBR). This regulation provides a handle for submitting complaints about our services and about the further handling of that complaint.

We attach great importance to resolving complaints in a fair and satisfactory manner. 

Read this complaints procedure carefully. If you have any questions about this, please do not hesitate to contact us. 

Article 1. Definitions and scope

In this arrangement we mean:

1. the organization: INTERCROSS recherchediensten bv;
2. the complainant: You, as your interest has been directly involved in what INTERCROSS recherchediensten bv has done;
3. a behavior: that is simply what INTERCROSS investigative services bv or its employees have done or failed to do;
4. the accused: that is INTERCROSS recherchediensten bv, against whom you are filing a complaint;
5. a complaint: this is the written complaint that you submit against INTERCROSS recherchediensten bv about what it has done;
6. the complaints committee: this is an independent group of people who handle complaints in the second instance if we cannot resolve it together;
7. an appeal: this is a written complaint against the decision of the director or against an action by the director of INTERCROSS.

Article 2. Scope

These rules apply if you have a complaint about what INTERCROSS recherchediensten bv or one of its employees has done.

Article 3. How to file a complaint

1. You or someone you have authorized can file a complaint with the director of INTERCROSS Recherchediensten bv who is responsible for what happened.
2. You must sign a complaint and it must contain at least the following information:
3. 1. your name and address;
   2. the date;
   3. an explanation of what happened that you are objecting to;
   4. why you object.
4. If your complaint does not meet these requirements, we will let you know and give you two weeks to correct and submit it.
5. If you do not do this, we will not process your complaint.

Article 4. Time limit for filing

You must submit your complaint within six weeks of the date on which the event you are complaining about took place.

Article 5. Free treatment

You do not have to pay anything for the handling of your complaint.

Article 6. Confirmation of receipt

We will send you an acknowledgment of receipt within two weeks after we have received your complaint.

Article 7. Copy of your complaint

Within two weeks of receiving your complaint, we will send a copy of your complaint to the Justis Service of the Ministry of Justice and Security.

Article 8. Oral procedure

1. The director of INTERCROSS Recherchediensten bv will investigate your complaint and invite you for a personal interview.
2. The director of INTERCROSS Detective Services bv listens to your side of the story and can also obtain information from other people.

Article 9. Written procedure

1. If you prefer not to be heard orally, we will handle your complaint in writing.
2. If your complaint does not meet the requirements we have mentioned in Article 3, we will not process your complaint.

Article 10. Decision

The director of INTERCROSS Recherchediensten bv will make a decision on your complaint within six weeks of receiving your complaint.

Article 11. Written communication

We will inform you in writing of the decision on your complaint.

Article 12. Appeal (Complaint in second instance)

Within six weeks of receiving the decision from the director of INTERCROSS Recherchediensten bv, you can submit an appeal to the independent complaints committee.

Article 13. How to submit an appeal

1. You or someone else you authorize can submit an appeal to the complaints committee.
2. You must sign an appeal and must contain at least the following information:
3. 1. your name and address;
   2. the date;
   3. an explanation of what happened that you are objecting to;
   4. why you object.
4. If your appeal does not meet these requirements, we will let you know and give you another two weeks to correct it and submit it again.
5. If you do not do this, we will not process your complaint.

Article 14. Confirmation of receipt

The complaints committee will send a message within two weeks of receiving your notice of appeal to confirm that they have received it.

Article 15. How we handle it

1. If your appeal does not concern the subjects mentioned in Article 1, seventh paragraph, the complaints committee will not process it.
2. If your appeal is accepted, both you and INTERCROSS research services bv will be invited to a hearing.
3. The complaints committee can also obtain information from others.

Article 16. Decision

The complaints committee will make a decision within six weeks of receiving your notice of appeal.

Article 17

We will let you know in writing what the decision is.

Article 18

A copy of your appeal and the decision will be sent to the Justis Service of the Ministry of Justice and Security.