Independent assessment
If conversation and mediation are not enough, the complaint can be submitted to a recognised disputes body under the applicable complaints route.
Complaints procedure NNorthHarp
A concern or complaint? Here is how to raise it
NNorthHarp takes concerns and complaints seriously. A complaint does not have to be formal or heavy from the start. Often it begins with calmly discussing what happened and what would help you move forward.
About this procedure
Taking complaints seriously is part of careful support
Support relies on trust, clear communication and professional care. Even so, things do not always go as expected. Agreements may feel unclear, or you may not be satisfied with the support or how something was communicated.
This complaints procedure explains where you can turn, what steps are available and how NNorthHarp handles concerns and complaints with care.
This page is relevant for
- Dissatisfaction with support, communication or coordination
- Questions about agreements, expectations or availability
- Concerns about privacy, professional conduct or boundaries
- Complaints from clients, parents, carers or other involved parties
- Situations where an independent perspective would be helpful
This page describes the practical complaints route. For general information about complaints in Dutch healthcare, see Dutch government information on the Wkkgz (opens in new tab, Dutch) and Healthcare and Youth Inspectorate (IGJ) (opens in new tab, Dutch). The Wkkgz (Healthcare Quality, Complaints and Disputes Act) applies to all Dutch care providers.
Step 1
Raise your concern or complaint directly with NNorthHarp
Have a complaint, concern or dissatisfaction about support, communication or an agreement? You can raise this directly. The aim is to understand together what happened, what was missing and what resolution is possible.
- Email info@nnorthharp.nl
- Use the contact page if you prefer a general message
- Briefly describe what your complaint or concern is about
- Mention what you would like discussed or resolved
- Let us know how you prefer to be contacted
No formal language required
You do not need to write your complaint as a legal document. A clear description of your experience is enough to start the conversation carefully.
If the matter concerns immediate safety or urgency, do not rely on this complaints route alone: contact the appropriate emergency services directly.
Step 2
Involve an independent complaints officer
If direct conversation with NNorthHarp is not possible or does not feel comfortable, you can use an independent complaints officer through the complaints procedure NNorthHarp is registered with.
A complaints officer can listen, provide information, offer support and mediate where possible. This step is designed to handle complaints as accessibly and carefully as possible.
More information: SoloPartners complaints procedure (opens in new tab).
The complaints officer can help with
- Listening to your complaint independently
- Explaining the complaints route
- Supporting you in putting your complaint into words
- Mediating if direct conversation has stalled
- Advising on an appropriate next step
Step 3
A recognised disputes route when mediation is not enough
A clear further step
This step applies when a resolution through direct conversation or mediation has not been possible. The disputes route then provides an independent follow-up option.
General information about the Wkkgz and the disputes route is available from the Dutch government (opens in new tab, Dutch) and the Healthcare and Youth Inspectorate (IGJ) (opens in new tab, Dutch).
Practical
What to include in a complaint
To understand your complaint properly, it helps to write briefly and concretely about what the complaint or concern is about. No formal document is needed.
- Your name and contact details
- What the complaint or concern is about
- Roughly when the situation took place
- What you have already discussed or tried
- What you would like as a resolution or next step
- Whether you prefer direct contact or a written reply first
A short description is enough
The main thing is that it becomes clear what you experienced and what you need to be able to move forward. The complaint can be clarified calmly from there.
Confidentiality
Careful handling of complaint information
Confidential treatment
Information about a complaint is handled carefully and only used for handling the complaint, necessary coordination and any follow-up steps.
Only what is necessary
Share only the information needed to understand and handle the complaint properly. Sensitive information is used with restraint.
Privacy policy
More about how NNorthHarp handles personal data is set out in the privacy policy.
Learning and improving
A complaint can also help improve communication, agreements, coordination or the quality of support.
Frequently asked questions
Questions about the complaints procedure
What can I do if I'm not satisfied with NNorthHarp?
You can raise your concern or complaint directly with NNorthHarp by email or via the contact page. Together we look at what happened and whether a suitable solution is possible.
Does a complaint need to be submitted formally right away?
No. You can start with a low-threshold message. A brief, clear description of what you experienced is enough to start the conversation carefully.
Can I involve an independent complaints officer?
Yes. If direct conversation is not possible or does not feel comfortable, you can use an independent complaints officer through the complaints procedure NNorthHarp is registered with.
What if mediation does not lead to a resolution?
If conversation or mediation is not enough, the complaint can be submitted to a recognised disputes body under the applicable complaints route. This route applies when a resolution through conversation or mediation has not been possible.
Is my complaint treated confidentially?
Yes. Information about a complaint is handled carefully and only used for handling the complaint, necessary coordination and any follow-up steps.
Where can I send my complaint?
You can send your complaint or question to info@nnorthharp.nl or get in touch via the contact page.
Contact
A complaint, concern or question?
Have a complaint, concern or question about support, communication or an agreement? Send a message and we will first look together at whether a suitable solution is possible.
General questions about support are also welcome via contact. Many answers can be found on the FAQ page.