Complaints Procedure

Article 1 Definition of Complaint

1.1 A complaint is any expression of dissatisfaction regarding the services provided by Qwestor and its partners.
1.2 An anonymous complaint will be registered internally but will not be treated as a formal complaint under this procedure.

Article 2 Submitting a Complaint

2.1 The management of Qwestor is responsible for handling, registering, and publishing complaints. A complaint should preferably be addressed to the management. If a complaint is submitted to another person within the organization, that person will forward the complaint to the management.
2.2 A complaint must be submitted in writing. The complaint must include at least the name and contact details of the complainant, the date of submission, a description of the complaint, and, if applicable, the name(s) of the person(s) the complaint is directed against. You can use the complaint form, which is attached to this procedure. Additionally, you may report your complaint verbally to anyone within our organization, requesting that they put the complaint in writing.

Article 3 Handling of Complaints

3.1 Any complaint received by our organization in accordance with Article 2.2 will be handled under the responsibility of the management. Qwestor has appointed a compliance officer responsible for the registration and procedural and substantive assessment of the complaint, as well as generating management information for improving the service. It is at the discretion of the management to assign the handling of the complaint to the compliance officer.
3.2 The compliance officer will send an acknowledgment of receipt to the complainant within one week of receiving the complaint, providing information on the procedure to be followed.
3.3 Within two weeks of receiving the complaint, the management will consult with the complainant to identify the issue. If this consultation has already occurred before the complaint was submitted, the management may decide to skip this step. Mediation is possible in the complaint handling process.
3.4 The management aims to resolve every complaint promptly. Sometimes internal investigation and/or additional consultation will be necessary before a resolution can be reached. The management will communicate its decision regarding the complaint to the complainant no later than four weeks after receiving the complaint.
3.5 After the complaint has been handled, the complainant will receive a written explanation of the findings and conclusions drawn by the management based on the investigation.

Article 4 Confidentiality of Information

4.1 Your complaint will be registered and stored by our compliance officer with the sole purpose of using this information to monitor and improve the quality of Qwestor’s services. The information will not be used for any other purpose and will be treated as confidential.
4.2 All employees of Qwestor involved in the handling of the complaint are subject to a confidentiality obligation. If the complaint is included in an internal publication, it will be anonymized.

Article 5 Measures

5.1 The management’s decision regarding a complaint will always be communicated to the responsible partner(s) and employee(s) involved.
5.2 The management is responsible for implementing appropriate measures, which may include adjusting instructions, training, or regulations, or imposing sanctions.

Article 6 Entry into Force

6.1 This complaints procedure shall come into effect on March 17, 2022.