Complaints Procedure

Adem en Stem takes all complaints seriously and treats them as an opportunity to improve the quality of its services.

Types of Complaints

A complaint may relate to:
– The content or delivery of the services,
– Interpersonal interactions with one of the teachers or facilitators at Adem en Stem,
– Contact with a fellow participant in the breathwork training.

Stephen Monné, owner of Adem en Stem, is the first point of contact for all complaints.

Confidentiality

All complaints will be handled with complete confidentiality. The privacy of everyone involved will be protected. Any external parties involved at a later stage will also be required to maintain the same level of confidentiality.

Complaints Procedure

1. Submitting a Complaint

– A complaint must be submitted within 30 days of the incident.
– Complaints must be submitted in writing via email (contact@ademenstem.nl) or by post (Adem en Stem, Ploegdijk 2 H174, 7241 SC Lochem, The Netherlands).
– The complainant will receive written confirmation of receipt within 7 days.

2. Hearing Both Parties

– Both the complainant and the person the complaint concerns will be given the opportunity to share their perspective.
– This may take place separately or together.
– Either party may be accompanied by a third party, who is also bound by confidentiality.

3. Processing the Complaint

– Adem en Stem aims to resolve complaints within 30 working days.
– If this is not possible, both parties will be informed of the delay, the reason for it, and the revised timeline.

4. Outcome and Next Steps

– Once a complaint has been resolved, it cannot be reopened unless new information arises.
– If the complainant is not satisfied with the proposed resolution, a neutral and free mediator from the GAT (Geschillen Alternatieve Therapeuten) complaints office will assist in finding a solution.

5. Mediation and Disputes Committee

– If a solution is reached through mediation, the agreement will be documented and signed by both parties. This agreement is binding.
– Required actions will be implemented within 14 days. If more time is needed, the complainant will be informed in writing within 10 days with an explanation and final timeline.
– If mediation does not result in a resolution, the complainant may submit the issue to the independent GAT Disputes Committee.
    – A complaint handling fee of €50 is required (this will be refunded if the complaint is upheld).
    – The decision of the Disputes Committee is binding.

6. Record Keeping

All complaint records and documentation will be stored in a confidential file for a period of five years.

7. Quality Improvement

If Adem en Stem is found to be at fault, the complaint will lead to permanent improvements in service delivery.