Complaints Procedure
Definitions
In this complaints procedure, the following is understood:
Platform: the online environment of Virtual Assistant England where clients and virtual assistants find each other
User: any natural or legal person who uses the Platform, including both clients and virtual assistants
Complaint: any written report of dissatisfaction about the Platform, the service, or the actions of other users.
Purpose of the Complaints Procedure
The purpose of this complaints procedure is:
To provide a transparent and fair way to report complaints.
To improve the quality of the Platform.
To resolve conflicts or misunderstandings in a timely and careful manner.
Filing a Complaint
A complaint can only be filed in writing via:
info@virtualassistantnederland.nl. Or via the contact form at: https://virtualassistantamerica.com/contact
Content of the Complaint
The complaint must contain:
Name of the complainant and possibly company name.
Email address for contact.
A clear description of the complaint.
Any supporting documents.
Complaints without sufficient information will not be processed until additional information is received.
Confirmation of Receipt
Within five (5) working days after receipt, the user will receive a written confirmation with:
The date of receipt.
The expected processing period.
The contact person handling the complaint.
Processing of the Complaint
The complaint is processed by an independent employee or department that is not directly involved in the subject of the complaint.
Virtual Assistant England investigates the complaint carefully and, if necessary, hears both parties. Both parties may explain their positions and provide supporting documents.
Time Limits
Complaints are in principle processed within thirty (30) days after receipt. If more time is needed, the complainant will be notified with an explanation and new deadline. The outcome of the investigation is communicated in writing.
Measures and Sanctions
When a complaint is justified, Virtual Assistant England may take measures such as:
Warning a user.
Temporary or permanent blocking of an account.
Removal of content or profiles.
Adjustment of procedures or technical improvements.
Appeal Procedure
If the complainant does not agree with the decision, an appeal can be filed within fourteen (14) days. This appeal is reviewed by management or an independent official. The decision on appeal is binding within the framework of this complaints procedure.
External Dispute Resolution
If a complaint is not resolved satisfactorily, the complainant may turn to an independent mediator. Virtual Assistant England works with at least two mediation institutions in accordance with the Platform-to-Business Regulation (P2B). Contact details are provided upon request. Mediation costs are in principle shared between parties.
Liability
Virtual Assistant England is not liable for damage arising from the processing of a complaint, unless there is intent or gross negligence. Filing a complaint does not suspend the user's obligations.
Confidentiality
All complaints and associated documents are treated confidentially. Personal data is used solely for processing the complaint and deleted once the procedure is completed, in accordance with the GDPR.
Establishment and Changes
This complaints procedure has been established by the management of Virtual Assistant England and may be periodically reviewed. The current version is always available on the website.
Contact
For questions about this complaints procedure or the status of a complaint:
- Virtual Assistant England
- Email: info@virtualassistantnederland.nl
- Website: www.virtualassistantamerica.com