Complaints Procedure
We take your feedback seriously. Learn about our internal complaints process and your rights as a patient.
Your voice matters
We are committed to resolving concerns
At DenCos, we strive to provide excellent care and service. However, if you are dissatisfied with any aspect of our service, we want to hear from you. Your feedback helps us improve.
We have a clear complaints procedure to ensure your concerns are addressed promptly and fairly. This page explains how to submit a complaint and what to expect during the process.
Internal Complaints Procedure
We prefer to resolve complaints directly with our patients. Our internal procedure follows these steps:
Step 1
Informal Discussion
First, try to resolve the issue directly with the staff member involved or by contacting our practice manager. Many concerns can be resolved quickly through open communication.
Step 2
Formal Complaint
If informal discussion doesn't resolve the issue, submit a formal written complaint by email or post. Include your contact details, treatment dates, and a clear description of your concern.
Step 3
Our Response
We will acknowledge your complaint within 5 working days and provide a substantive response within 6 weeks. For complex cases, this may be extended to 12 weeks with prior notification.
Step 4
Resolution
We aim to reach a satisfactory resolution for all parties. This may include an explanation, apology, corrective action, or other appropriate measures.
Complaints Contact
For formal complaints or if you prefer to speak with a specific contact person:
External Mediation
If our internal procedure does not lead to a satisfactory resolution, you have the right to seek external mediation:
Wkgt Mediation
The Wet Kwaliteit, Klachten en Geschillen Zorg (Wkgt) provides independent mediation for healthcare complaints. This service is free of charge for patients.
Learn more about Wkgt →Independent Disputes Committee
For unresolved disputes, you may appeal to an independent disputes committee for healthcare. Their decision is binding for the healthcare provider.
Learn more about disputes committees →Your Rights as a Patient
Under Dutch healthcare law, you have the right to submit complaints without negative consequences for your treatment. Your complaint will be handled confidentially, and you may bring a representative or advocate to any discussion.
Need to discuss a concern?
We encourage open communication. If you have any concerns about your treatment or experience, please reach out to us directly.