Complaints procedure

Who does this procedure apply to?

This complaints procedure applies to clients receiving vaktherapie via a professional on our platform (for example a music therapist). Our practitioners are not BIG-registered. This procedure complies with the requirements of the Dutch Healthcare Quality, Complaints and Disputes Act (Wkkgz).

Regular coaching does not fall under Wkkgz. For complaints about coaching, contact us directly via the contact form or through the channels described below.

Step 1: Discuss it with the professional

Most complaints arise from a misunderstanding or a difference in perspective. First try to discuss your complaint directly with your coach or therapist. Often an honest conversation already brings a solution.

Step 2: Report your complaint to us (Complaints Officer)

If you cannot resolve it together, or do not feel safe discussing it directly, you can file a complaint with our complaints officer:

We confirm receipt within 5 working days. We take your complaint seriously and try to reach a solution together. You will receive a written response within 6 weeks. In exceptional cases we may extend this term by 4 weeks; we will let you know in time.

Step 3: Independent disputes body

If you are not satisfied with the outcome of step 2, or if the handling of your complaint takes too long, you can submit your complaint to the independent disputes body we are joining (the affiliation is still in progress):

The disputes body is independent and its decision is binding. Filing a complaint with KPZ is free of charge for you as a client. KPZ delivers a binding decision within 6 months.

Scope of this procedure

This complaints procedure applies exclusively to the quality of care or guidance you received from a professional on our platform. Complaints about payments, credits, session trajectories or technical issues fall outside this Wkkgz procedure. For those matters, email us at the same address: info@gedachtenmakelaar.nl.

Costs

All steps in this complaints procedure are free of charge for you as a client.

Confidentiality

Everything you share with us or the disputes body in the context of a complaint is treated confidentially. Filing a complaint does not affect your access to the platform or the care you receive.