Complaints Procedure

Buro Metz operates strictly in accordance with the Privacy Code of Conduct for Private Investigation Agencies of the Dutch Security Industry and under the supervision of the Dutch Data Protection Authority (AP). The complaints procedure of Buro Metz is in accordance with Article 18 (establishing a complaints procedure) of the Regulation on Private Security Organisations and Investigation Agencies. No costs are associated with the submission and handling of a complaint by Buro Metz. Buro Metz distinguishes between complaints about (1) the quality of the service and (2) about Buro Metz acting as a private investigation agency within the meaning of the WPBR. In both cases, a client of Buro Metz can report the complaint to klachten@burometz.nl.

A complaint must be submitted in writing within six weeks, counting from the date on which the conduct being complained about took place. The complaint must be submitted to:
klachten@burometz.nl.

Buro Metz
Lagedijk 146 B
1544BL Zaandijk

The letter of complaint must in any case contain:

A. Name, (e-mail) address of the complainant;
B. Date;
C. Project name and number of Buro Metz to which the complaint relates (if applicable);
D. Description of the conduct and/or service against which the objection is made;
E. The basis on which the complainant objects

The management assesses the complaint and ensures that the handling of the complaint is confirmed to the complainant within 14 working days of receipt, via a confirmation e-mail or letter. Within 30 working days after sending the confirmation e-mail or letter, the management takes a position with regard to the submitted complaint. The complainant will be notified of this in writing. Initially, an attempt will be made to mediate the complaint. If this does not lead to the desired result, an independent complaints committee will be called in.

Any complaint received about Buro Metz acting as a private investigation agency within the meaning of the WPBR will be brought to the attention of the Minister of Security and Justice by Buro Metz. The minister will receive a copy of the submitted complaint.

You can read the full complaints procedure via the link below: