Complaint Procedure

Do you have a complaint about the actions of Sigmax or one of its employees? If so, you can of course file a complaint. The procedure for dealing with a complaint is explained below. Do you have a problem or comment about the software? Then submit an incident in TopDesk or call our ServiceDesk.

Step 1 Submit

Submit your complaint using this link, which sends an email to klacht@sigmax.nl with subject line "Complaint." We will ensure that your complaint is addressed.

Step 2 Telephone contact

We aim to contact you by phone within 1 working day. We would like to hear more about the background of your complaint and see how we can solve it together.

Step 3 Solution

Together we will look for the best solution for your complaint. There are two possibilities.

Option 1: immediate solution. When we find a solution together right away, we implement it and the complaint can be closed.
Option 2: investigation required. Some complaints cannot be solved immediately due to their complexity and need further investigation and testing. While we're working on this, we'll keep you regularly updated on progress.

Step 4 Agreement

When we have found the solution we will contact you and discuss it together. If we agree on the solution, we will implement it together and the complaint can be closed.

Do you disagree? Then we go through the complaint again to look for another/alternative solution. Not in all cases your complaint can be solved, of course we will then look together for an appropriate work-around.
Solution in the future only resolved. In some cases, we can only provide the final solution in the future because, for example, this must be included in an update. In that case, your complaint will be linked to this update and we will inform you when the update is scheduled.

Step 5 Feedback

After settlement we like to ask for your feedback. We learn from your feedback so that we can continue to improve.