COMPLAINTS PROCEDURE
Your concerns, handled with care
We believe that every complaint deserves a fair and careful response. This page outlines the steps we take to address concerns and the support available to you at every stage of the process.
A clear path forward for every complaint
At REACH, we believe that open communication is the foundation of good care. If something isn't right, we want to hear about it and work with you to make it right. Whether it's a conversation with our team, support from an independent mediator, or a formal complaint, we're committed to ensuring every concern is heard and handled with care.
Reach has a complaints procedure and an independent complaints mediator
In principle, attempts will always be made to resolve complaints, disputes or conflicts with each other. If the parents have an issue with care provider at REACH and cannot solve the problem, the help of the operational director can be requested.
If parents feel the need to talk about a complaint with an independent person, they can go to the complaints mediator. The job of the complaints mediator is, in the first instance, to hear the complaint. The complaints mediator will assist parents and, if possible, advise them in finding a solution.
Finally, if discussions with the complaints mediator do not lead to a positive result, it is possible to submit a written complaint to the ‘Geschilleninstantie KPZ’, an independent dispute committee that handles complaints from clients about care.
To learn more about the ‘Geschilleninstantie KPZ’, click below.
