Complaints
A complaint about your care
Not happy with your care, or with how you were treated? Tell us. We take every complaint seriously. MindLotus follows the Dutch Healthcare Quality, Complaints and Disputes Act (Wkkgz) and is a member of Klachtenportaal Zorg for complaints.
1Talk to us first
A conversation is often the quickest way to a solution.
- Talk to your psychologist about it, if you feel comfortable doing so.
- Or contact us directly: call 06 14844514 or e-mail info@mindlotus.com. Tell us what happened, when, and what you would like us to do about it.
We confirm within 3 working days that we have received your complaint.
2Free help from a complaints officer
You can get help from an independent complaints officer (klachtenfunctionaris) at Klachtenportaal Zorg. The complaints officer is independent of your psychologist and of MindLotus, helps you put your complaint into words, gives advice, and can mediate between you and us. You can contact the complaints officer yourself, or ask us to do it.
This help is free for you.
Klachtenportaal Zorg: phone 0228-322205, e-mail info@klachtenportaalzorg.nl, or the online complaint form (in Dutch).
3How we handle your complaint
Within 6 weeks of making your complaint, you receive a reasoned written decision from us: what we looked into, what we concluded, and what we will do about it.
If we need more time, we can extend that period once, by up to 4 weeks. We will tell you in writing before the first period ends, and why. Longer is only possible with your agreement, for example while mediation is under way.
The full rules are in the Klachtenportaal Zorg complaints procedure (in Dutch).
4Not satisfied with the outcome?
If you disagree with our decision, or we did not respond in time, you can take your complaint to the Geschillencommissie KPZ, a recognized disputes body (on the official list as Stichting Geschilleninstantie KPZ).
The committee's decision is binding, and it can award compensation of up to €25,000.
Submitting a dispute costs a €50 filing fee.
Geschillencommissie KPZ: geschillencommissiekpz.nl, e-mail secretariaat@geschillencommissiekpz.nl, post: Postbus 222, 1600 AE Enkhuizen.
5Complaints about your personal data
Is your complaint about how we handle your personal data? Our privacy policy explains how to reach us about that. You can also complain to the Autoriteit Persoonsgegevens, the Dutch Data Protection Authority.
