Complaints

Within Room Rent Wageningen, we are committed to our customers and taking action when our services have not lived up to expectations. While we hope you will not have reason to complain, we have set up a procedure as part of seeking continuous improvement for dealing with complaints. We hope to focus on using these positively:

• To ensure all complaints are treated consistently, fairly and confidentially,
• To take corrective action,
• To identify areas for improvement

What is a complaint?

A complaint is when you tell us about something that Room Rent Wageningen has done or should have done that you are not happy about.

What is not a complaint?

There are some issues that we do not consider to be complaints.

• We do not consider a request for us to provide a service to you to be a complaint. For example if you are asking us to do a repair to your accommodation for the first time. You should report your repair request to mister Yuksel at dyuksel2008@windowslive.com 0621473368.
• We do not consider a complaint about the behaviour of other residents to be a complaint about us. You should report any anti social behaviour to mister Yuksel, which will have the matter investigated.

How can I make a complaint?

Informal Complaint
Please first make an informal complaint to mister Yuksel. He will try to answer it as quickly and simply as possible. In this way most difficulties can be resolved at an early stage by talking to the relevant person.

Formal Complaint
If you feel unable to raise your complaint informally, or should the problem not be resolved, or you feel your complaint has not been dealt with to your satisfaction, you are advised to write to us, marking your e-mail clearly as a complaint. Send your complaint e-mail to ekaya66@hotmail.com (please write your telephone number in the e-mail, we might need it for further investigation).

We will provide you with a response within five working days of receipt. If this is not possible, due to a more detailed investigation being needed, we will provide you with an acknowledgement within five working days, informing you who will be looking into your complaint, and will aim to provide a substantive report within 20 working days.

Still not happy?

If you are still not happy with our answer to your complaint, you may ask for it to be reviewed. To do this, please forward all e-mails concerning your complaint to Hidayet Bahadin hbahadin@hotmail.com who will contact you with a conclusion after investigations within 10 working days.

Yikes, still not happy?

Seek therapy or take a yoga class. Namaste.