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Complaints procedure

Internal complaints procedure does its utmost to provide its members and stakeholders/third parties with the best possible service. Yet it is possible that things go wrong or not as agreed. This may be a reason for you to file a complaint.
This complaints procedure sets out how you can submit a complaint to and how this complaint will be handled.

A complaint is defined as: a written expression of dissatisfaction with regard to the actions of a board member or someone else who carries out an activity on behalf of in the broadest sense of the word.

A member of or his legal representative or a third party / data subject who has suffered damage due to the actions of a board member or volunteer can act as a complainant.

A complaint can be expressed in two ways:
– In writing: PO Box 87956, 2508 DJ The Hague
- By email:

Every complaint is registered. The following information is noted:

  • The date on which the complaint was received
  • How the complaint is received
  • Name, address and, if applicable, telephone number and email address of the complainant
  • Whether the submitter is a member of
  • Description of the complaint
  • Description of the action takes in response to the complaint
  • Name of the employee who will handle the complaint
  • Date by which the complaint must be resolved

The complainant will receive written confirmation of receipt of the complaint within 5 working days. It also states the further procedure. A complaint will be answered as quickly as possible and no later than within 30 days. If this cannot be achieved, the complainant will be notified and an agreement will be reached on the period within which the complaint will be handled. The original complaint is kept together with the complaint form, the written confirmation of receipt, handling / response and other correspondence relating to the complaint.

The complaint is discussed in the internal complaints committee of, consisting of the Chairman and the Volunteer Coordinator. If one of these persons is a party to the complaint, he/she will be replaced by another board member of All complaints are registered on a complaints form. The complaints received are used by to improve the quality of's services.