This quality policy sets out how TwentySeven B.V. (KvK 80247687), located at Essenstraat 1, 5616 LG Eindhoven, defines quality, holds itself to it, and responds when we fall short.
Quality runs through everything we do: what we build, how we build it, and what we do when something is wrong. This policy is maintained under our ISO 9001:2015 certification and reviewed by management.
1. Who we are
TwentySeven B.V. Essenstraat 1 5616 LG Eindhoven The Netherlands KvK: 80247687
For anything related to quality, our work, or a complaint, contact us via:
2. What quality means to us
We build enterprise platforms that have to keep working long after the organisation around them changes. That sets our standard. A platform that performs in a demo but breaks under real complexity has failed, whatever the timeline said.
Quality, for us, means:
Senior engineers on the work, not whoever happened to be free
Systems structured to evolve, so you build once rather than rebuild every few years
Clear ownership and communication, so you always know where a project stands
Work that holds up under scale, scrutiny, and change
We would rather raise a hard question early than deliver something that looks finished and isn't.
3. Our commitment
Under ISO 9001:2015, we commit to:
Understand what our clients actually need, not only what was written in the brief
Meet the requirements we agree to, and be honest when something puts them at risk
Comply with the legal and regulatory obligations that apply to our work
Improve continually, using what we learn from every project and every complaint
Management is responsible for this policy and for making sure the resources and structure exist to deliver on it.
4. Feedback and complaints
If you are unhappy with our work, our service, or how we have handled your project, we want to hear it. Complaints are not noise. They tell us where we are falling short, and they are one of the most reliable ways we improve.
You can reach our quality team directly at Quality@twentysevenagency.com.
When you raise a complaint, we:
Acknowledge it within 5 working days and confirm we are looking into it
Investigate the cause rather than only the symptom
Give you a full response within 30 days, telling you what we found and what we are doing about it
Feed the lesson back into how we work, so the same problem is less likely to return
If a complaint is complex and we need longer, we will tell you why and agree a new timeframe with you. If we cannot resolve it together, we will be clear about what your options are.
5. How we keep improving
Every complaint, every piece of feedback, and every project review feeds into how we run the company. We track what goes wrong, look for patterns rather than one-offs, and act on the causes. Our quality management system is reviewed by management on a regular basis and audited as part of our ISO certification.
6. Our certifications
As part of Handpicked Agencies, Twentyseven is certified for:
ISO 9001:2015 (quality management)
ISO/IEC 27001:2022 (information security)
Our work has also been recognised independently, including repeated top rankings for digital development in the Emerce100.
7. Changes to this policy
We may update this quality policy from time to time. When we do, we publish the latest version here.
Last updated: 04-06-2026
Questions or feedback? We'd like to hear from you at Quality@twentysevenagency.com