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Complaint Procedure Keendoc B.V.

1. Scope

This complaint procedure applies to all services provided by Keendoc B.V. 

2. Definition

A complaint is defined as any expression of dissatisfaction about the services, content, or conduct of Keendoc or its representatives.

3. Company

1. Keendoc B.V. is a limited liability company incorporated and acting under the laws of the Netherlands. Keendoc registered at the Dutch Chamber of Commerce under registration number 94795096, and has its offices at the Biltseweg 33, 3763 LD Soest, the Netherlands. 
2. The VAT number of Keendoc is: NL866894962B01
3. Keendoc can be reached at [email protected].

4. Complaint Officers

The designated complaint officers are: 

1. Anne-Floor Heuff- van Maurik
2. Christiaan Veldhuijzen

5. Filing a Complaint

Complaints must be submitted within 30 days of the incident, either:

1. in writing to [email protected].
2. using the form on this webpage.

6. Complaint Handling Process

1. The complaint officer will acknowledge receipt within 10 days.
2. The complaint will be investigated thoroughly and impartially.
3. The complaint will be handled responsibly and treated with strict confidentiality to protect the privacy of all parties involved.
4. A decision will be communicated to the complainant within 28 days.
5. If more time is needed, the complainant will be informed of the reason for the delay and the expected resolution date.

7. Appeal Process

If the complainant is unsatisfied with the resolution, they may appeal to an independent third party within 14 days of receiving the decision.

8. Independent Third Party

An experienced medical educator, has been appointed as the independent third party for appeals. Their decision will be binding on Keendoc, but does not preclude the complainant's right to seek legal recourse. 

9. Record Keeping

All complaints and their resolutions will be recorded and kept for a minimum of two years.

10. Continuous Improvement

Complaints are analyzed annually to identify trends and improve our services. This complaint procedure has been designed to ensure fair and timely resolution of all issues raised by our users.