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Complaint procedure

The Knowledge Center for Palliative Care for Children strives for pleasant cooperation with its partners and students. However, training remains human work. If you think we have made a mistake or if you are dissatisfied with us, or if you have any other comments about our services, we would like to hear from you. This gives us the chance to resolve your complaint properly and allows us to learn from our mistakes.

What matters?

In order to resolve the complaint correctly and quickly, you must provide us with the following information, if applicable:

  • Name, address and contact details;
  • a clear description of the complaint;
  • description of the training or assignment to which the complaint relates;
  • the names of the persons involved;

As soon as we have this information, we will process the complaint and keep you informed of the progress. Within three days of receipt of the report, you will be informed of the handling procedure for the complaint. Complaints that have been processed are kept by us for twelve months.

How can you make a complaint?

A complaint can be submitted verbally or in writing.

What do we do with a complaint?

All complaints are treated confidentially. Our external complaints officer is informed of every complaint.

Internally, the information and argumentation will be carefully discussed with those involved if there is a material or financial interest. We will then take a position and notify you in writing.

If the complaint is declared unfounded and you do not agree with it, or if you disagree with the proposed solution, you can turn to our external and independent complaints advisor. He will make a decision regarding the handling of the complaint.

If the above procedure does not provide a solution, you can turn to the civil court.