GNG.PD.002.INT Rules for complaints about GNG V3 February 2024

Modified on Tue, 19 Mar at 10:23 AM


The following applies to this document:

  • Document GNG.RD.009 General clauses for all documents
  • Information document “client satisfaction explained” as published in our support portal

The before mentioned documents are hereby to be considered as repeated and inserted.


  1. The submission can only be done using form GNG.FO.002 within one month from the day of the event. 
  2. The form cannot be submitted anonymously.
  3. Global Network Group records the day of receipt of the form and acknowledges receipt of the form by email to the submitter.
  4. A form is admissible if the form is received on time and fully completed.
  5. Failure to use the form or late or incomplete submission will result in inadmissibility.


  1. Upon receipt of the form, Global Network Group shall confirm whether the complaint relates to the activities and services for which it is responsible and, if so, shall address it. 
  2. If the form is admissible, Global Network Group is bound to handle it according to the articles laid out in this document. 
  3. Global Network Group shall gather and verify all necessary information to progress the complaint to a decision. 
  4. The decision resolving the complaint shall be made in an appropriate and professional way. 
  5. Global Network Group will make a decision in writing and will always communicate this decision to the complainant. The decision is final.
  6. There is no specific timetable for Global Network Group to handle the form.
  7. Global Network Group shall take any subsequent action needed to resolve the complaint. 
  8. To ensure that there is no conflict of interest, personnel (including those acting in a managerial capacity) who have provided consultancy for a client, or have been employed by a client, shall not be used by Global Network Group to review or approve the resolution of a dispute or objection for that client within two years following the end of the consultancy or employment.

3. Appropriate Dispute Resolution

  1. If a dispute arises, Global Network Group will first attempt to solve the dispute through mediation. If this is unsuccessful, it will be attempted to be solved with arbitration, binding advice, negotiation, internal investigation, conflict coaching or via the court. 
  2. If mediation fails, arbitration or binding advice is favored over a court procedure.
  3. Global Network Group may outsource the handling of complaints in the interest of impartiality. 

4. Costs

  1. The handling of complaints may have costs attached to it. 
  2. In special situations, at Global Network Group's discretion, costs may be waived, or mitigated.
  3. The costs are euro 75,- per hour if consumers, or euro 100,- if companies, and excluding VAT, possible travel and location costs.
  4. To the extent and if costs, such as external location, distance (mileage), external experts, experts, have to be incurred for handling the form, the parties must give their prior consent and these costs will be charged to the parties at cost price.
  5. Global Network Group is entitled to request a deposit from the submitter regarding the costs to be incurred. The deposit may be subject to further conditions by Global Network Group.  

5. Admissibility

  1. Appeals, disputes or objections where the complainant does not have a vested interest are not valid.
  2. If the complainant has open balances with Global Network Group, the complaint will be declared inadmissible unless the complainant makes a deposit (at the discretion of Global Network Group), including added retrieval and collection costs, to an escrow account or bank clearance. 

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