We at Beautyclinic Global always strive to achieve the best results and provide the best service. If there is anything you are dissatisfied with we would like to hear about it. We always take complaints very seriously because your good experience is worth a lot to us and we always want to keep improving.
Should it still occur that you have a complaint and you feel that you cannot work it out together with your therapist, or someone from our staff then Beautyclinic Global has a clear complaints procedure. Your complaint will always be dealt with.
We prefer to discuss with you (in person, by phone or email) what you are not satisfied with. Within two weeks we will try to resolve the complaint to your satisfaction.
Should it happen that you are not able to work things out together, we will put you in contact with our independent complaints officer. According to the Wkkgz (Act on quality, complaints and disputes care) we are affiliated with a complaints and disputes procedure. We have placed this with the Ministry-approved and independent DOKh.
Complaint reception Complaints Officer will meet with you and be your first port of call in case of complaints. Throughout the process you will be supported by this complaints officer. You will receive advice here and you can ask all your questions. When everything is clear, you will search for a solution together with the Complaints Officer. The first option here is usually complaint mediation. You can indicate whether you are open to this.
Complaint Mediation Most complaints can be resolved in a conversation where an impartial mediator sits at a table. If both the practitioner or the person to whom the complaint is addressed and the patient are open to mediation, a first mediation session can usually take place within two weeks. The complaints officer is then the mediator. During the talks, both parties are asked to explain what happened. As mutual understanding develops, a situation usually arises in which both parties come closer to each other. The ultimate goal is to restore the relationship between you and the employee in question.
– Complaint mediation, complaint handling and help from the complaint officer are free of charge for you as a patient. – Only when both parties agree is the mediation a success. – Mutual respect and trust must be the starting point in mediation. – All those involved in the mediation are bound to secrecy and will be extremely careful with your privacy at Dokh.nl you can download the complete complaints procedure.
If you can’t work it out with the complaints officer
If you cannot come to an agreement despite mediation talks, you will be supported by the complaints officer in taking the next step. Your complaint then becomes a dispute. A dispute does involve costs. In that case you can contact:
Stichting DOKh Complaints and Disputes Department Website: www.dokh.nl
