VILLA YIP BV
COMPLAINTS PROCEDURE
You have a complaint
That's unfortunate! Shall we try to resolve this together? You can submit your complaint to the group leader or directly to our office. This way, we can often resolve the complaint amicably. Should we unexpectedly encounter a dispute that cannot be resolved further, we will follow the internal complaints procedure below.
1. What is your complaint about??
You can file a complaint with us about:
• conduct(s) of the holder, of a (pedagogical) employee, or someone working on behalf of the holder, towards the parent or child
• a working method or rule within Villa Yip BV
• your reception agreement with Villa Yip BV
If the complaint concerns suspected child abuse or inappropriate behavior, we will first use the Child Abuse Reporting Code for Childcare. It's possible that you've completed the necessary steps in the reporting code and still have a complaint about a specific behavior, working method, and/or the agreement. In that case, you can still file an internal complaint using this complaints procedure.
2. Always submit the complaint to us in writing
You can do this by emailing info@villayip.nl. You will receive a response/receipt from us confirming that we are processing your complaint. The location manager is responsible for this.
3. We carefully investigate the complaint (within the legal privacy framework)
We will keep you informed of progress (both verbally and in writing).
4. Complaint handling
We aim to handle complaints as quickly as possible, with a maximum period of six business weeks. For final processing, you will receive a written decision from us, including (if applicable) a specific timeframe for resolving the complaint, as well as any measures that will have been implemented.
5. External Complaints Procedure Disputes Committee
If, after following the internal complaints procedure, you still feel your complaint hasn't been resolved (or you disagree with our final decision), you can contact the national disputes committee. This committee will handle and assess the complaint independently.
Villa Yip BV is affiliated with the complaints desk childcare of the national disputes committee. Please note: filing disputes may involve costs. More information: thedisputescommission.nl
No rights can be derived from the information stated.
© Villa Yip BV