Our complaints procedure
2Samen does everything it can to offer you a good service. Your opinion is of great importance to us. Are you dissatisfied with something? How annoying. We would like to hear from you what we can do better! In three steps we will tell you how you can report your complaint to us.
Do you have a complaint about (the actions of) an employee? Preferably discuss the complaint with him/her first. If you cannot resolve it together or this conversation does not lead to a satisfactory solution, you can fill in this form complaint form to our complaints officer. Do this, where possible, within two months of the complaint arising.
1. Who can you contact?
Do you have a complaint that concerns the actions of a specific employee? We advise you to discuss this directly with him/her in the first instance. If you cannot resolve it together, you can contact his/her manager.
Still no suitable solution found? Then you can fill in this complaint form file a formal, written complaint. 2Samen has a complaints officer who will handle your complaint.
2. What happens if you file a formal, written complaint?
- You can file a complaint via this complaint form.
- The complaints officer ensures the correct referral and
registration of the complaint. You will receive written confirmation that
we have received your complaint. We will keep you informed about the
progress of the handling of the complaint. - Depending on the nature and content of the complaint, a
investigation with audi alteram partem. - The complaints officer monitors the procedure and the term of
handling. A complaint will be handled as quickly as possible, but
in any case within 6 weeks. - You will receive a written and reasoned decision on the complaint.
If measures are taken, there is a concrete deadline
for. We would also prefer to inform you of this verbally.
3. When do you opt for external complaints handling?
If the internal complaints procedure has not led to the desired solution, you can submit a dispute to the Disputes Committee. This is possible if:
- 2Samen has not responded to your written complaint within six weeks.
- We, together with you, have not reached an agreement on how to handle the complaint within six weeks.
In some cases, you can also go directly to the Disputes Committee. This is possible if it cannot reasonably be expected of you to file a complaint with the childcare organization itself.
The Disputes Committee |
PO Box 90600 | 2509 LP The Hague
www.degeschillencommissie.nl | 070 310 53 10