Complaints procedure Veterinary Clinic Duivendrecht

Article 1. Definitions

In this complaints procedure the following definitions apply:

Complaint: any written expression of dissatisfaction from or on behalf of the client towards the veterinary practice or the persons working under its responsibility about the formation and implementation of an assignment agreement, the quality of the service or the amount of the invoice.

Complainant: the client or his representative who makes a complaint known;

Complaints officer: the person charged with handling the complaint;

Article 2 scope of application

This complaints procedure applies to every assignment agreement between Veterinary Clinic Duivendrecht and the client.

Duivendrecht Veterinary Clinic is responsible for handling complaints in accordance with the complaints procedure.

Article 3 Objectives

The purpose of this complaints procedure is to:

laying down a procedure for dealing with customer complaints in a constructive manner within a reasonable period of time;

establishing a procedure to determine the causes of customer complaints;

maintaining and improving existing relationships through proper complaint handling;

train employees in responding to complaints in a client-oriented manner;

improving the quality of the service with the aid of complaint handling and complaint analysis.

Article 4 information at the start of services

This complaints procedure has been made public. Before entering into the contract for services, the Veterinary Practice informs the client that the office has a complaints procedure and that this applies to the services.

Veterinary Clinic Duivendrecht has included in the assignment agreement to which independent party or body a complaint that has not been resolved after treatment can be submitted in order to obtain a binding decision and has made this known in the assignment confirmation.

Complaints as referred to in Article 1 of this complaints procedure that have not been resolved after handling will be submitted to the court.

Article 5 internal complaints procedure

If a client approaches the firm with a complaint, the complaint will be forwarded to Ms M.C.M. Meppelink – Jansen who thus acts as a complaints officer.

The complaints officer informs the person against whom the complaint has been submitted that the complaint has been submitted and gives the complainant and the person against whom the complaint has been made the opportunity to explain the complaint.

The person against whom the complaint has been made will try to find a solution together with the client, whether or not after the intervention of the complaints officer.

The complaints officer handles the complaint within four weeks of receipt of the complaint or informs the complainant of any deviation from this term, stating the reasons, stating the term within which an opinion will be given on the complaint.

The complaints officer will inform the complainant and the person against whom the complaint has been made in writing of the opinion on the merits of the complaint, whether or not accompanied by recommendations.

If the complaint has been dealt with satisfactorily, the complainant, the complaints officer and the person against whom the complaint has been made will sign the verdict on the merits of the complaint.

Article 6 confidentiality and free complaint handling

The complaints officer and the person against whom the complaint has been made will observe secrecy in the handling of the complaint.

The complainant does not owe any compensation for the costs of handling the complaint.

Article 7 Responsibilities

The complaints officer is responsible for the timely handling of the complaint.

The person against whom the complaint has been made will keep the complaints officer informed about any contact and a possible solution.

The complaints officer will keep the complainant informed about the handling of the complaint.

The complaints officer keeps the complaint file up to date.

Article 8 complaint registration

The complaints officer registers the complaint, including the subject of the complaint.

A complaint can be divided into several subjects.

The complaints officer periodically reports on the handling of complaints and makes recommendations to prevent new complaints, as well as to improve procedures.

At least once a year, the reports and recommendations are discussed at the office and submitted for decision-making.

Explanation:

You can email complaints to mechteld@dierenkliniek-duivendrecht.nl, we aim to respond substantively to your complaint within 14 days.