Complaints procedure The Cat Lady

Where people work, mistakes are made. But mistakes must be resolved. If you are dissatisfied with something or if you believe that mistakes have been made in your case, we would very much like to hear from you.

We will always try to resolve our mistakes and their consequences. We also want to learn from them for the future. That is why we greatly appreciate it if you inform us about them.

Discuss your complaint first.

We don't like dissatisfied customers, as you can imagine. That's why we will do everything we can to prevent this from happening. However, if you are dissatisfied with something, we would very much like to hear from you. Please discuss your dissatisfaction in a personal conversation with your therapist. Usually there is a simple solution, which we will of course be happy to offer!

File an official complaint

Did a personal conversation not lead to the desired result? Are you still dissatisfied? Then you can submit your complaint to the SPPD.

Responsibilities regarding treatment

The responsibility for handling your complaint lies with the owner/complaints officer of the behavioral therapist.

Complaint handling process

Based on the completed complaint form, we will form as accurate a picture as possible of the content of and situation surrounding the complaint. You may be asked to provide further written clarification of the complaint.

If you are found to be wholly or partially in the right, we will consider whether some form of compensation and/or other redress is appropriate, and whether and, if so, what measures can be taken internally to prevent the problem from recurring.

We aim to respond to the substance of a complaint within two weeks of receiving it. If this is not possible, you will be informed of the reason for the delay and given an estimate of when a response can be expected.

SPPD

In order for your complaint to be handled by the SPPD, it is necessary that the instructor in question meets the SPPD's accreditation requirements and has registered with the SPPD.

An overview of all canine behavior therapists affiliated with the SPPD can be found at www.sppd.nl/instructeurs.html

For all other complaints, please feel free to contact us.