Complaints and feedback

At Direction, we strive to ensure that all our clients are satisfied with our services. In every interaction, we place great importance on personal and professional communication. However, things can occasionally turn out differently than expected. If that happens, we want to hear from you so we can work together to resolve the issue and learn from our mistakes. We hope that through an open and constructive discussion, we can restore your trust in us.

Submitting a complaint
Complaints can be submitted verbally, in writing, or via the form below within two weeks after the service delivery:

Direction Europe BV
Attn: Management (info@dir.nl)
Oude Enghweg 2
1217 JC Hilversum
The Netherlands
Phone: +31 (0)35 603 79 79

Receipt of your complaint will be confirmed in writing.

The handling of complaints falls under the responsibility of the relevant program manager (Marco Schreurs and/or Robert Smit) and will be treated confidentially (with potential involvement of a member of the management team).

You will receive confirmation of your complaint within two working days. A response, either written or verbal depending on the nature of the complaint, will follow within two weeks.

If no agreement can be reached between Direction and the complainant, the complaint will be referred to an independent third party of your choice. The decision of this independent party will be binding for both parties, and any resulting consequences will be addressed promptly by Direction.

Complaints and their resolution will be registered by Direction and retained for a period of five years.

For further information about our complaints procedure, please refer to our General Terms and Conditions.