Complaints Procedure
Quality assurance and formal complaints handling
At Nefesh Investigations, we strive for the highest standards of professionalism, discretion, and integrity. If you are nonetheless dissatisfied with our work or the conduct of our investigators, you can utilize this official complaints procedure. We take every complaint extremely seriously and handle it in accordance with the regulations applicable to the private investigation sector.
Article 1: Definitions
In this procedure, the following definitions apply: - **Complaint**: Any written expression of dissatisfaction regarding the services or conduct of Nefesh Investigations or its employees. - **Complainant**: The natural or legal person submitting a complaint. - **Complaint handler**: The person within Nefesh Investigations responsible for handling and assessing the complaint.
Article 2: Admissibility
A complaint will be handled provided it is submitted within 6 months of the incident to which the complaint relates. Complaints submitted anonymously or relating to incidents that occurred more than 6 months ago may be declared inadmissible.
Article 3: Confidentiality and Discretion
All parties involved in handling a complaint are bound by strict confidentiality. All information and documents shared during the complaints procedure will be treated confidentially and used solely for resolving the complaint.
Article 4: Timelines
The total duration of the complaints procedure is in principle a maximum of 6 weeks from the date of submission. If this timeline cannot be met due to special circumstances, the complainant will be informed in writing, detailing the reasons and specifying the new target date.
Phases of the Complaints Procedure
Submitting the complaint
A complaint must be submitted in writing or by email to the management of Nefesh Investigations. Please clearly state your name, contact details, a detailed description of the behavior or issue the complaint relates to, and any supporting evidence.
Acknowledgment of receipt
Within 5 business days of receiving your complaint, we will send you a written acknowledgment of receipt. In this, we will inform you who will handle the complaint and the expected timeline for further processing.
Investigation & Hearing
The complaint handler will investigate the circumstances. If necessary, both parties (the complainant and the involved Nefesh employee) will be given the opportunity to be heard. This can take place by phone, in writing, or during a personal interview.
Decision & Advice
Within 4 weeks of the acknowledgment, you will receive a written decision from the management. This will explain in detail whether the complaint is found to be justified or unjustified, including any measures or corrective actions taken as a result.
Appeal and Escalation
If you do not agree with the resolution or decision by Nefesh Investigations, you can escalate the complaint to an independent disputes committee or the competent bodies within the private security and investigation sector (such as the Dutch Data Protection Authority or the sectoral complaints board).
Official Contact Channels
You can submit your written complaint to the attention of management. Please use the contact details below or use our secure intake form.
Email Address
info@nefeshinvestigations.com
Mailing Address
Nefesh Investigations
Nieuwe Hemweg 7P
1013 BG Amsterdam