We do our work with care and want you to be satisfied with our services. Even so, something may not go the way you expected. To us a complaint is not an annoying message but a reason to improve the way we work.
On this page you can read what we consider a complaint, how to submit one and what you can expect from us afterwards. Want to see all the details, including our internal procedure? Our full Complaints policy (KLAC-POL-001) is public and available on request via [email protected].
A complaint is any expression of dissatisfaction about our services, our staff, our communication or our way of working. That can concern the quality of a pentest or report we carried out, but equally the agreements we made, the planning or the way you were treated. Not sure whether your dissatisfaction falls under this policy? Feel free to put it to us, and we will look into it regardless.
The easiest way is via our complaints form. In the form you can provide, among other things, your contact details, a description of the incident, the date, the staff member(s) or service(s) involved and any solution you would like. You can also indicate whether this has happened before or whether you have contacted us previously, and whether you would like to schedule an (online) meeting to explain your complaint.
Prefer another channel? That is also possible:
To handle your complaint properly, we ask you to give a clear description of the problem, together with your contact details and, where applicable, the project number or quotation the complaint relates to. The more concrete your explanation, the more precisely we can act on it. We also handle anonymous complaints, provided there is enough information to investigate.
Once your complaint reaches us, we follow a fixed procedure so that it is handled carefully.
If you are still not satisfied after our response, let us know within four weeks. We will then review your complaint again, where possible by someone in a responsible position within Hackify who was not previously involved. Together we look for a solution that works for both parties.
If we cannot resolve it together, external routes are also open to you. For privacy aspects you can turn to the Dutch Data Protection Authority (https://autoriteitpersoonsgegevens.nl). If you suspect a breach of the requirements that the CCV Cybersecurity Pentesting quality mark imposes on us, you can contact the certifying body. In addition, civil legal proceedings are of course available.
We treat every complaint confidentially and record it in our administration. We use the information you give us solely to handle your complaint and to improve our services. We keep complaint files for a maximum of three years after handling. For how we handle your personal data in general, see our privacy statement.
Do you have a question about this complaints policy, or would you like to consult us before submitting a complaint? Feel free to contact us via [email protected]. We are happy to think along with you.