Complaints Procedure

Therapy works best when you feel safe to speak openly, including about the therapy itself. If something doesn't feel right, please don't keep it to yourself. Raising a concern is welcome and often the start of a more useful conversation.

If we can't resolve things together, you have access to an independent procedure. It's free, confidential, and designed to support you, not to be a burden.

Step 1 · Tell SarvCare first

Most concerns can be resolved through a direct conversation. You can raise it during a session, send a short message beforehand, or email [email protected]. We'll take it seriously, listen, and try to find a way forward together with you.

Step 2 · Independent klachtenfunctionaris

If a direct conversation doesn't resolve the issue, or if you'd rather not raise it directly, you can contact an independent klachtenfunctionaris (complaints officer). They're impartial, free for you, and not employed by SarvCare.

SarvCare is affiliated with the NIP Klachtenregeling, which provides access to a klachtenfunctionaris through CBKZ (Centraal Bureau voor Klachtenmanagement in de Zorg) in Gorinchem. The klachtenfunctionaris helps you formulate your complaint, mediates between you and the practice, and supports you through the process.

• CBKZ: cbkz.nl
• NIP Klachtenregeling: nip.nl/klachtenregeling/wkkgz

Step 3 · Geschillencommissie Vrijgevestigde GGZ

If mediation through the klachtenfunctionaris doesn't lead to a resolution, you can bring your complaint to the Geschillencommissie Vrijgevestigde GGZ, an independent disputes committee recognised by the Dutch Ministry of Health.

• Geschillencommissie: degeschillencommissiezorg.nl

Documents

• Download our Klachtenreglement (PDF) — the full complaints and disputes regulations for SarvCare, based on the NIP model.
• Download the complaint form (Word, NIP) — the official NIP complaint form.

Other authorities

You can also contact the Inspectie Gezondheidszorg en Jeugd (IGJ) or, for data-protection complaints, the Autoriteit Persoonsgegevens. The procedure above is the route most people use, but these options remain open to you at any time.