Complaints procedure

We work carefully, and still you may be dissatisfied. We would rather hear it directly than afterwards. A complaint is not an inconvenience to us but information.

1. What you can complain about

The formation and performance of our engagement, the quality of our work, and the level or substantiation of our invoices.

2. How to submit a complaint

Preferably in writing, to directie@meridian-partners.be. Please state your name, the file, a description of the complaint and what you expect from us.

If you would rather discuss the complaint by telephone, say so in your message. We will contact you and confirm the conversation in writing afterwards, so that what was discussed is on record.

3. What happens next

Within five working days we confirm receipt and tell you who is handling the complaint. That is never the person the complaint concerns.

Within four weeks you receive a substantive response. If we need more time, we will tell you within that period, with reasons and a new deadline.

We will invite you to a meeting where the complaint lends itself to one. In many cases that is the quickest route to a resolution.

4. Confidentiality and registration

Your complaint is handled confidentially and shared only with those involved in resolving it. We record complaints in order to learn from them. There is no charge for submitting a complaint.

5. If we cannot resolve it together

If we do not reach a resolution, you are free to submit the dispute to the competent court in Antwerp, Turnhout division, in accordance with our general terms and conditions. Consumers may in addition turn to the competent consumer ombudsman service.