Complaints Procedure

Handtherapy Skillslab

Effective date: 1-1-2025
Responsible person: Timo Potveer

1. Purpose of the Complaints Procedure

Handtherapy Skillslab strives to provide high-quality courses, professional guidance, and a positive learning experience for every participant.

We believe it is important that participants can easily report any dissatisfaction, problems, or complaints. This complaints procedure ensures that complaints are handled carefully, confidentially, and within a reasonable period of time.

The purpose of the complaints procedure is to:

Handle complaints in a careful and fair manner.
Provide the participant with clarity regarding the handling of the complaint.
Reach an appropriate solution wherever possible.
Continuously improve the quality of our courses and services.

2. What Can a Complaint Be Submitted About?

A participant may submit a complaint about, among other things:

The content, quality, or organisation of a course.
The course materials or the (digital) learning environment.
The guidance, communication, or accessibility of an instructor or staff member.
The fulfilment of agreements concerning the course.
Scheduling, administration, or the provision of information.
The way a participant has been treated.
Other aspects of our services that have led to dissatisfaction.

Questions about a course, administrative requests, or requests for information will, where possible, be dealt with directly and do not need to be treated as formal complaints.

3. Submitting a Complaint

A complaint can be submitted via:

Email: handtherapyskillslab@gmail.com
For the attention of: Timo Potveer

Participants are advised to include the following information:

Name and contact details.
The name of the course.
The date or period to which the complaint relates.
A clear description of the complaint.
The desired solution, if known.
Any relevant documents or additional information.

We ask participants to submit their complaint as soon as possible after the problem arises so that it can be properly investigated. A complaint will not be disregarded solely because a prescribed form has not been used.

4. Acknowledgement of Receipt

Upon receipt of the complaint, we will confirm in writing that the complaint has been received.

The acknowledgement of receipt will generally be sent within five working days. Where applicable, it will state who is handling the complaint and within what period the participant can expect a substantive response.

If additional information is required, we will contact the participant.

5. Handling of the Complaint

The complaint will be investigated carefully and impartially by the person responsible for handling complaints.

The process consists of the following steps:

Registration: the complaint is recorded in the complaints register.
Assessment: we examine the subject of the complaint and determine what information is required.
Investigation: if necessary, we ask the participant, instructor, or staff member involved to provide an explanation.
Assessment of the facts: we carefully weigh the available information.
Resolution: we assess which solution is appropriate and reasonable.
Feedback: the participant receives written notification of the outcome.

The participant is given the opportunity to explain the complaint. The interests of all parties involved are taken into account during the assessment.

If the complaint concerns the person responsible for handling complaints, it will, where possible, be handled by another independent person.

6. Timeframes

We aim to provide a substantive response to a complaint within four weeks of receipt.

If this timeframe cannot be met, we will inform the participant in writing in a timely manner of the reason for the delay and the period within which a response can be expected.

Any extension will be limited to what is reasonably necessary.

7. Outcome and Possible Solutions

The participant will receive a written response stating:

The nature of the complaint.
How the complaint was investigated.
The conclusion and the reasons for it.
Any measures or solutions that may be offered.
The possible next steps if the participant disagrees with the outcome.

Depending on the circumstances, a solution may consist of an explanation, corrective action, additional guidance, an opportunity to attend another course, or another appropriate form of compensation. Any financial compensation will be assessed based on the circumstances, the agreements made, and the applicable terms and legislation.

8. Confidentiality and Privacy

All complaints are handled confidentially. We share information only with individuals who need it to handle the complaint or when disclosure is legally required.

Personal data is processed in accordance with applicable privacy legislation. Complaint files are not retained for longer than necessary, taking into account legal obligations and any legitimate interests.

9. No Disadvantage to the Participant

A participant who submits a complaint in good faith will not be disadvantaged as a result. Submitting a complaint will not, in itself, have any negative consequences for access to the course or the way the participant is treated by our staff.

10. Registration and Quality Improvement

We register complaints and record how they have been handled. The registration contains only the information necessary for handling, following up on, and monitoring the quality of complaints.

We periodically review complaints to identify recurring problems and, where necessary, implement improvements to our courses, communication, guidance, or business processes.

11. Not Satisfied with the Handling of the Complaint?

As a participant, you have the option to appeal the outcome of the discussion following your report, the outcome of the complaint-handling process, or otherwise. The appeals procedure of AN-i applies for this purpose. AN-i acts as an independent party that investigates your appeal and provides a binding recommendation on the matter. This appeals procedure is described in full on the website www.beroepsregeling.nl.