Complaints procedure

We do everything we can to provide you with the best possible service. It is possible that you are still dissatisfied with a certain aspect of our service. In that case, you can appeal to our complaints procedure. The purpose of this complaints procedure is to establish a procedure to deal with complaints from clients in a constructive manner within a reasonable period of time. Below is the complaints procedure that we apply in the context of a submitted complaint. If you have any questions regarding the content, please contact the complaints officer mentioned below.

Article 1 – Definitions

In this complaints procedure the following terms have the following meanings:

  • Complaint: any written expression of dissatisfaction by or on behalf of the client towards Chiro Clique B.V.;
  • Complainant: the client or his representative who submits a complaint;
  • Complaints officer: the person charged with handling the complaint within Chiro Clique B.V.;

Article 2 – Scope

This complaints procedure applies to every agreement between Chiro Clique B.V. and the client.

Article 3 – Objectives

This complaints procedure aims to:

  1. Establish a procedure to deal with complaints from clients in a constructive manner within a reasonable period of time;
  2. Establish a procedure to determine the causes of complaints from clients;
  3. Maintain and improve existing relationships by means of good complaints handling;
  4. Train employees in responding to complaints in a client-oriented manner;
  5. Improve the quality of the services by means of complaints handling and complaints analysis.

Article 4 – How to make a complaint

  1. In case the client has a complaint regarding the manner in which Chiro Clique executes its business activities, the Client can file a complaint, by sending an email to (attn. complaints officer Bob Bonnemayers).
  2. To help us investigate your complaint quickly and efficiently we will ask you for the following information:
  • Your name and contact details;
  • The nature of the complaint;
  • Details of any steps you have already taken to resolve the compliant;
  • Copies of any documentation which supports your complaint.

Article 5 – Respond to complaints

  1. We will acknowledge receipt of your complaint within three (3) business days. Once your complaint has been received, we will undertake an initial review of your complaint. There may be circumstances during the initial review or investigation of your complaint where we may need to clarify certain aspects of your complaint or request additional documentation from you.
  2. The complaint will be handled within four weeks of receipt.

The complaint officer can postpone the handling for a maximum of four weeks. The complainant and the person whose conduct the complaint relates to will be notified in writing of the adjournment.

Article 6 – If you remain dissatisfied

If you do not agree with the settlement of your complaint, you can submit the complaint to the Dutch Foundation for Consumer Complaints Boards (De Geschillencommissie). A complaints fee is payable for the handling of a dispute. We recommend that you inquire in advance about the rules, costs and working method of the Consumer Complaints Boards to which you wish to submit the complaint:

Before you take the step to the Consumer Complaints Boards, you must have gone through the complaints procedure of Chiro Clique. The judgment of the Consumer Complaints Board is binding for Chiro Clique; any consequences will be dealt with quickly by Chiro Clique.

Article 7 – Privacy and confidentiality

The complaints officer is bound to secrecy with regard to all information that has come to his knowledge during the handling of the complaint. This obligation does not apply insofar as the complaints officer already had or could have had access to this information independently of the complaint.

Chiro Clique shall treat all complaints as confidential.

Article 8 – Archiving

After the handling of the complaint, Chiro Clique retains the original complaint and a copy of the written notice of termination for a period of five years.