COMPLAINTS PROCEDURE

Despite my careful approach, it may happen that you have a complaint about the treatment you have received.
It is important that you don’t keep this complaint to yourself. Below are the steps you can follow if you are dissatisfied.

Step 1: Direct Contact
My preference is to have an open conversation to find a solution. Please contact me as soon as possible so we can discuss what’s going on and how we can resolve the issue. Your feedback is also valuable to me, as it helps me improve my treatments and practice where needed.

Step 2: Involve a Complaints Officer
If we can’t resolve the issue together, you can involve an independent complaints officer (according to articles 13-17 of the Wkkgz). This officer will investigate your complaint and can help you formulate it. The complaints officer works according to the complaints procedure that I have put in place, and you can find more information about this on the VBAG website. The complaints officer will try to find a solution within six weeks through mediation between us.

More information can be found on the VBAG website: https://vbag.nl/consument/klachten-en-geschillen/.

Step 3: Dispute Committee
If you are not satisfied with the resolution provided by the complaints officer, you can turn to the independent dispute committee (according to articles 18-23 of the Wkkgz). The dispute committee offers a legal process that prevents you from having to go to court, but it follows the legal guidelines of the Wkkgz. The committee will make a binding decision regarding your complaint.

More information about the dispute committee and how to file a complaint can be found on the committee's website: www.ki-net.nl.

I hope we can work together to find a positive solution. If you have any questions about the procedure, feel free to contact me.