Complaints procedure


We do our utmost to ensure that participants in our training activities, workshops, courses and other events are satisfied. Nevertheless, there may be remarks or complaints about our working methods. These may relate to the course of events before, during or after a training course.

If you have a complaint, please let us know as soon as possible by e-mail or letter. We will try to deal with the reason for the complaint as quickly as possible. If the matter is not resolved to your satisfaction, you can report this to our customer service committee.

Your comment or complaint will always be treated confidentially.

What happens to your claim or complaint?

If you have a remark or a complaint about a training activity, please make it known to the trainer after the training.
If we are unable to resolve the matter together, you can lodge the complaint with the CareCodex Foundation manager. The complaint can be sent to The receipt of your complaint will be confirmed to you in writing within 3 working days. Within one week after receipt of the complaint, we will contact you to discuss the complaint and to try to reach a solution. What we agree with you regarding the settlement of the complaint will be confirmed in writing within fourteen days.
In the unlikely event that we do not reach a solution together in this way, you can lodge an appeal with the complaints committee and formally present your complaint and our solution there.

The Complaints Committee is:
- Board member: Sonia Jennings
- Supervisory Board member: Anoeska Mosterdijk

You should start this appeal procedure within three months after the date of our answer by means of a written report to the complaints committee. The Complaints Committee will hear both sides of the case and try to reach a solution with which
both parties can agree. Should this not lead to a solution, you have the option of submitting your complaint to the Disputes Committee. This verdict is binding.

Extension of deadlines

Comments and complaints must be dealt with within the time limits set out in this procedure. If a longer period of time is needed to investigate, you will be notified within the established time limits, with an explanation of the delay and an indication of when we expect to be able to give a decision.

Registration and retention period

Comments and complaints and the way they are handled are registered by the CareCodex Foundation and kept for the duration of the programme. Where relevant, measures are taken to prevent new complaints.

You can address your complaint to:
CareCodex Foundation
Wetering 10
3451 BM Vleuten

Complaint Procedure, Version: 0.2 (January 2023)