Complaints Procedure

Tell me first

Should you, at any point, be unhappy about my services, I wholeheartedly encourage you to let me know. I welcome your feedback at all times. Speaking up about anything that is bothering you will always help me support you better. You can email me, or raise it next time we speak. We will look for a resolution together, and I will confirm in writing what we agreed.

Professional standards

I am a licensed psychologist from Finland and my registration with the Dutch Association of Psychologists (NIP, Nederlands Instituut van Psychologen) is currently pending. My way of working is guided by the NIP professional code of ethics — integrity, respect, expertise and responsibility. You can read the code on NIP's website (English available).

Formal complaints (Wkkgz)

While I hope you will never need it, I want you to have a safe legal recourse in case of a formal complaint or dispute. Under the Dutch Healthcare Quality, Complaints and Disputes Act (Wkkgz), as my client you have the right to:

• Speak to an independent complaints officer (klachtenfunctionaris), free of charge, who can mediate between us.
• Receive a written response from me within six weeks of submitting a formal complaint (extendable once by four weeks if more time is needed, which I will tell you about in advance).
• Submit the dispute to an independent, government-recognised disputes body (geschilleninstantie) if we cannot resolve it together. Their decision is binding.

Note: my NIP membership and affiliation with a complaints officer and disputes body are being finalised. The name of the body and a direct link to its complaints page will be published here as soon as registration is confirmed. Please note that such pages are sometimes available in Dutch only.

Privacy

Any complaint is handled confidentially. Information is shared with a complaints officer or disputes body only to the extent needed to handle your complaint, as described in the privacy policy.