We do everything we can to assist you as well and personally as possible. However, it may happen that you are not satisfied with something. We would like to hear about this — your complaint helps us to improve, and we prefer to resolve it together with you. Below you can read how to submit a complaint and what you can expect from us.
When can you file a complaint?
You can file a complaint regarding anything related to our services: the handling of your case, communication, accessibility, or the way you were spoken to. A complaint is always free of charge and has no consequences whatsoever for the handling of your case.
Step 1: Discuss it with your contact person
The quickest solution is often a conversation. Contact your regular therapist and explain what you believe went wrong. In most cases, we resolve it together immediately.
Step 2: File a formal complaint
If you are unable to resolve the matter with your contact person, or if you prefer to formally submit your complaint immediately, you can do so in writing, by email, or by letter. In any case, please include:
- your name, address and the reference number of your file;
- a clear description of your complaint;
- the date and, if applicable, the employee concerned;
- how we can best reach you.
Your complaint is handled by our complaints officer — someone who is not personally involved with your case, so that your complaint is assessed independently.
How we handle your complaint
- You will receive a confirmation of receipt within 5 working days .
- We are carefully investigating your complaint and will contact you for an explanation if necessary.
- In principle, you will receive a substantive written response within 4 weeks . If this is not possible, we will let you know why and when you can expect a response.
- We record every complaint so that we can continue to improve our services.
Can't you work it out with us?
Are you still not satisfied after our response? Then you can submit your complaint to an independent body. We are affiliated with the National Quality Mark for Personal Injury (NKL) and work in accordance with the Code of Conduct for the Handling of Personal Injury Claims of the Personal Injury Council. Through the quality mark, you can submit your dispute to the independent dispute resolution and disciplinary procedure associated with it. We would be happy to provide you with further information on this upon request.
Would you rather give us a call?
You don't have to wait for a letter. Feel free to call us, and we will discuss your complaint personally. We are always open to hearing your story — contact us.