Complaints procedure

Looks Clinics considers it important that you, as a client, are satisfied with your treatment. We do everything we can to perform your treatment as well as possible and to meet your wishes. However, it may happen that you are dissatisfied with something you have experienced, or that something has left you feeling uneasy.

For example, you may be dissatisfied because:

  • You have not been treated kindly
  • The agreements made with you have not been fulfilled
  • You feel that the treatment did not go well.

This page explains where you can turn with your comment or complaint.

What can you do if you have a complaint?

If we know what happened, we can try to do something about it. By discussing your dissatisfaction, we may be able to prevent this from happening to another client. You can discuss or make your complaint known in various ways, namely:

  • A personal conversation
  • Contact the Looks Clinics complaints officerIf the personal conversation did not yield the results you expected, or if you prefer not to have a personal conversation with the staff member or doctor involved, you can contact the complaints officer at Looks Clinics. The complaints officer can be reached at 038 303 55 80 and by email at info@looksclinics.nl. The complaints officer will contact you to make an appointment and listen to your complaint. Depending on the nature of your complaint, the complaints officer will assist you further or advise you on the steps you can take.
  • Writing a letter about your complaintIf you remain dissatisfied, you may also write a letter regarding your complaint to Looks Clinics. You can address the letter to the management of Looks Clinics, for the attention of the complaints officer. The complaints officer will first investigate what happened and will request information from the people involved in your complaint. To find a solution to your complaint, the complaints officer may invite you and the people concerned to a meeting in which the complaints officer acts as a mediator. The complaints officer will handle your complaint within one month.
  • Contacting the independent complaints officerIf you are unable to resolve the matter with the complaints officer at Looks Clinics, you may turn to the independent complaints officer. Looks Clinics is affiliated with the Geschillencommissie Zorg Algemeen (Disputes Committee for Healthcare), a disputes body recognised by the Dutch Minister of Health, Welfare and Sport under the Wkkgz (Dutch Healthcare Quality, Complaints and Disputes Act). If you are not satisfied with our assessment, you may submit your dispute via www.degeschillencommissiezorg.nl. Postal address: P.O. Box 90600, 2509 LP The Hague, the Netherlands; telephone +31 (0)70 310 53 80. A fee is payable for submitting a dispute; the amount, the time limit and the conditions can be found on the committee's website.