Last revised: May 26, 2026. This policy applies to all interactions with bi.expert unless a stricter written agreement applies.
1. Objective and scope
bi.expert is committed to fair, transparent and timely complaint handling for clients, partners, applicants and other stakeholders. This policy applies to concerns related to service quality, commercial conduct, contractual communication, accessibility, privacy handling and information security where the issue concerns our actions or omissions.
Our complaint process is designed to support practical resolution, evidence-based review and continuous improvement, consistent with Dutch standards of professional care and applicable EU legal obligations.
2. Submission channels and information required
Complaints should be submitted in writing to [email protected]. For security-related complaints, include [email protected]. To help efficient handling, please include dates, project or page references, a clear statement of concern, supporting records and your preferred resolution outcome.
If a complaint includes confidential or sensitive information, please mark it accordingly. We handle complaint information under confidentiality and data-protection controls appropriate to the issue raised.
3. Handling timeline, escalation and outcomes
We aim to acknowledge complaints within two business days and provide an initial assessment timeline. Complex matters may require additional review, but we keep complainants informed of status and expected next steps. Complaint records are retained only as long as needed for resolution, accountability and legal requirements.
Where a complaint is upheld, remediation may include correction of records, process adjustment, communication clarification, contractual remedy where applicable, and targeted prevention actions. Where not upheld, we provide a reasoned explanation and available escalation options.
4. External recourse and supervisory authorities
If internal resolution is not satisfactory, complainants may use available contractual or legal remedies. Privacy complainants may contact the Dutch Data Protection Authority (Autoriteit Persoonsgegevens) or a competent EU supervisory authority. Security incidents with criminal dimensions may be referred to competent authorities as required.
Our legal correspondence address is Keurenplein 41, UNIT A6260, 1069 CD, Amsterdam, The Netherlands. This policy does not remove statutory rights under Dutch or EU law.