Complaint Procedure – Ton Jansen Homeopathy

Last Updated: 01-01-2025

1. Purpose

This procedure ensures complaints about our educational services (school) or patient treatments are handled fairly, promptly, and in compliance with Dutch law and professional standards.

2. Complaint Submission

For Educational Services (School)

Submit complaints about courses, webinars, or website functionality to:

Email: info@tonjansenhomeopathy.com

Postal Address:

Ton Jansen Homeopathy

Doctor Jan van Breemenlaan 1, 8191 LA Wapenveld, Netherlands

Required Details:

- Your name, contact information, and course/enrollment details.

- Description of the issue and desired resolution.

For Patient Treatments

Submit complaints about homeopathic care, privacy, or billing to:

Direct Communication: First discuss your complaint with Ton Jansen (info@tonjansenhomeopathy.com) to resolve it informally.

Formal Submission:

Email: info@tonjansenhomeopathy.com

Postal Address:

Ton Jansen Homeopathy

Doctor Jan van Breemenlaan 1, 8191 LA Wapenveld, Netherlands

NVKH Complaint Form: www.nvkh.nl/klachtenformulier

3. Complaint Handling Process

A. For Educational Services (School)

1. Acknowledgement:  The complaint will be acknowledged in writing within 5 working days of receipt.

2. Investigation

• An impartial uninvolved investigator (M.L. Ijsseldijk or NVKH depending on the subject ) will review the complaint.
• The investigation will be completed within 15–30 working days , culminating in a written response detailing:
  • Findings
  • Proposed resolution

3. Resolution

• The decision of the impartial uninvolved investigator is binding .
• Any required actions or consequences will be implemented within 5 working days of the decision.

B. For Patient Treatments

1. Initial Resolution: Ton Jansen will collaborate with you to resolve the complaint informally.

2. Mediation: If unsatisfied, a complaints officer (via NVKH/RBCZ) will mediate.

3. Formal Escalation:

- Submit to the NVKH Complaints Commission (www.nvkh.nl).

- NVKH independent complaints officer will investigate.

4. Legal Compliance

- Educational Services: Handled under Dutch consumer law.

- Patient Treatments: Governed by the Wet kwaliteit klachten en geschillen zorg (Wkkgz).

- Incident Register: All patient treatment complaints and near-incidents are recorded for quality improvement.

5. Confidentiality & Record-Keeping

- Complaints are stored securely and confidentially.

Retention:

- School complaints: 2 years.

- Patient treatment complaints: 15 years (per WGBO).

6. Contact & Resources

School Complaints: info@tonjansenhomeopathy.com

Patient Complaints:

- NVKH: www.nvkh.nl