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Complaints procedure

Prepared by: Complaints Officer
Date of latest version: 5 August 2025

Introduction

You should be able to trust that, as an occupational health service, we carry out our work carefully and professionally. However, if you are dissatisfied with the support you have received or with the way you have been treated, we would like to hear from you. Your feedback helps us improve our services for you, other clients and our employees.

We believe that an open conversation is often the best way to resolve a concern. We therefore encourage you to discuss the matter with the employee involved or, if you would prefer, with another colleague at De Nieuwe Arts. We will make time for this.

If a personal conversation or mediation does not lead to a solution, we will handle your complaint in accordance with this complaints procedure.

Submitting a formal complaint

You can submit a formal complaint by email to: klachten@denieuwearts.nl. If email is not an option, you can submit your complaint in writing to:

For the attention of the complaints officer
De Nieuwe Arts
Van Boshuizenstraat 12
1083 BA Amsterdam
The Netherlands

Please include the following information:

  • your name;
  • your address;
  • your telephone number;
  • your email address;
  • the name of your employer or organisation;
  • the name of the De Nieuwe Arts employee involved in the complaint;
  • a description of your complaint;
  • the outcome you hope to achieve by submitting the complaint.

Matters not covered by this complaints procedure

Not all complaints fall within the scope of this procedure. The following exceptions apply:

  • Medical advice or second opinions
    If your complaint concerns advice given by an occupational health physician or another physician, or relates to a second opinion, please contact your regular contact person at De Nieuwe Arts directly. These matters are not handled under this Complaints Procedure.
  • Questions about invoices
    For questions or comments about invoices, please contact your regular contact person at De Nieuwe Arts.
  • Complaints concerning events more than one year ago
    We are not legally required to investigate complaints relating to events that took place more than one year ago.
  • Complaints concerning personal data
    Complaints about the processing of personal data are handled under our privacy policy. Further information is available in our privacy statement.

Conditions and handling of complaints

What do we mean by a complaint?

A complaint is an expression of dissatisfaction about our services or about an act or omission by one of our employees that cannot be resolved immediately through an explanation or adjustment.

Assistance from an adviser or expert

You may choose to be assisted by an adviser or expert of your choice. Any costs associated with this assistance are your responsibility.

Registration of complaints

Every verbal or written complaint is recorded in a complaints register. The register includes the source of the complaint, a summary and the date on which the complaint was received.

Role of the Complaints Officer

De Nieuwe Arts considers it important that complaints are handled carefully and fairly. We have therefore appointed a Complaints Officer to oversee the process.

The Complaints Officer is responsible for:

  • registering complaints;
  • ensuring that the correct procedure is followed;
  • coordinating the handling of complaints.

We use a transparent process when investigating a complaint. The Complaints Officer appoints a person responsible for considering the substance of the complaint.

This person will:

  • gather the relevant facts;
  • speak with the people involved, where appropriate or requested;
  • document any discussions that take place.

If a solution is reached, it will be recorded in writing, reported to the Complaints Officer and entered in the complaints register. Where necessary, appropriate follow-up action will be taken.

Response period

You will receive a written response setting out our decision and any proposed measures within six weeks.

In complex cases, this period may be extended to a maximum of ten weeks. We will inform you if additional time is required.

If you are dissatisfied with the outcome

If you disagree with the way your complaint has been handled, you may submit an appeal to the Management Board of De Nieuwe Arts within four weeks of the date of the written decision.

You can submit your appeal by email to: klachten@denieuwearts.nl

Alternatively, you can send it by post to the address above, marked for the attention of:

Complaints Manager – Management Board

Disputes Committee

If you do not agree with the outcome of the internal appeal, you may refer the matter to the relevant Disputes Committee within one month.

Further questions

For questions about this Complaints Procedure, please contact the Complaints Officer at: klachten@denieuwearts.nl