Complaints Procedure

1. Introduction

At Noveve Aesthetics, we strive for the best service and highest client satisfaction. Should you have a complaint, we follow a clear and efficient complaints procedure.

2. Submitting a Complaint

You can submit your complaint in writing by email to klachten@noveve.nl or by post to:

Noveve Aesthetics
Judith Leysterlaan 4
2642 CA Pijnacker

Please include your name, contact details, date of treatment and a clear description of the complaint.

3. Acknowledgement of Receipt

Within 5 working days of receiving your complaint, you will receive a confirmation that your complaint has been taken into processing.

4. Investigation

Your complaint will be thoroughly investigated. This may involve requesting additional information or clarification from you. If necessary, a meeting with the treating practitioner will be scheduled to discuss the situation.

5. Response

Within 15 working days of the acknowledgement of receipt, you will receive a written response to your complaint. This will include our findings and any measures to be taken to resolve the issue.

6. Resolution

If your complaint is found to be justified, we will work with you to find an appropriate solution. This can range from a corrective treatment to other appropriate compensations.

If we cannot reach a resolution together, we will put you in contact with our independent complaints officer. In accordance with the Quality, Complaints and Disputes in Healthcare Act (Wkkgz), we are affiliated with a complaints and disputes scheme.

7. Improvement Actions

We greatly value your feedback and use it to continuously improve our services. Your complaint will be registered and analysed to prevent recurrence in the future.

At Noveve Aesthetics, your satisfaction comes first and we do everything we can to resolve any complaints to your satisfaction. If you have any questions about our complaints procedure, please do not hesitate to contact us.