Feedback & Complaints
Aever Clinics Complaints Procedure
At Aever Clinics, we are committed to providing the highest quality of care and service. We value feedback from our clients and take all complaints seriously. This procedure outlines how clients can submit complaints, how we handle them, and what steps are available if they are not satisfied with the resolution.
Submitting your Complaints
If you have a concern or complaint about our services, we encourage you to share it with us as soon as possible. Complaints can be submitted through the following channels:
- Email:The email to the relevant clinic complaint location can be found here
- Phone:The phone number to the relevant clinic complaint location can be found here
- In person: Request the Clinic Manager
- Online Form: Available on this page - see below
Complaint Submission Form
Please complete this form to submit a complaint. We value your feedback and aim to resolve all issues promptly.
Complaints Officer
Our designated Complaints Officer, Naoual el Maghnouji, is responsible for handling and overseeing the resolution of complaints. They can be contacted via:
- Email: complaints@aeverclinics.com
- Phone: 0208024000
- Address: Ferdinand Bolstraat 79, 1072 LC Amsterdam
The Complaints Officer operates independently and ensures an impartial review of all concerns. To ensure impartiality, the Complaints Officer follows a structured complaints procedure that allows her to assess and handle complaints objectively.
Additionally, if a situation arises where further independence is required, we have external escalation procedures in place to involve a neutral third party. This ensures transparency and fairness in handling complaints
Complaints Handling Process
Once a complaint is received, we will follow these steps:
1.Acknowledgment:
You will receive an acknowledgment of your complaint within 5 business days of submission.
2.Investigation:
The Complaints Officer will review the details, gather relevant information, and, if necessary, consult with the appropriate staff.
We may contact you for further clarification.
3.Resolution & Response:
We aim to resolve all complaints within 4 weeks of receipt.
If more time is required, we will inform you of the delay and provide an expected resolution date.
A formal response will be provided, outlining the findings and any actions taken.
If You Are Not Satisfied
If you are not satisfied with the outcome of your complaint, you have the right to escalate the matter to an independent dispute resolution body. Aever Clinics is affiliated with the Geschillencommissie Zorg (Healthcare Disputes Committee)
https://www.degeschillencommissiezorg.nl/english/
Continuous Improvement
All complaints are recorded and reviewed to improve our services and prevent similar issues in the future.
We appreciate your feedback and remain committed to ensuring a high standard of care and customer satisfaction.
