Complaint Management

Despite the fact that all treatments at Faceland are carried out with care, you might still find yourself unsatisfied. Faceland highly values your feedback and is committed to finding a suitable solution with you. It is important to remember that our practitioners have a duty of effort, not a duty of result.

Injectables

If you are (still) not satisfied after your treatment, we ask you to contact your practitioner and/or the involved staff. You can always visit within two to four weeks after your injectables treatment for a follow-up. This provides you with the opportunity to show and assess the result. Our service team is happy to assist you in scheduling this appointment.

E-mail: service@faceland.nl

Surgery

If you have undergone a surgical procedure, we invite you to come for a follow-up with your treating medical specialist. They will listen to your concerns and assess the situation. Please make sure to take advantage of this follow-up, even if you have doubts. To schedule an appointment, you can contact our surgery department at 088 101 4600, option 2.

If you are unable to resolve the issue with the involved parties, you can submit your complaint in writing to our complaints coordinator. They will listen to your concerns and mediate between the doctor and the patient if necessary. Together, you will seek a suitable solution.

We aim to respond to your complaint within five working days. You can reach our complaints coordinator by sending an email to  klachten@faceland.nl  

If your complaint has been handled by our complaints coordinator but you are still not satisfied, you can submit your complaint to an independent complaints officer. This person acts as a mediator between the complainant and the accused. The complaints officer can assist you in formulating your complaint and provide information about the procedure and its progress. With your consent, they can review your file and interview involved Faceland staff members.

The contact details of Mr. Ewalts are:

Mr. H. Ewalts
E-mail: klachtenfunctionaris.he@gmail.com
Address: Rivium Quadrant 2, 2909 LC Capelle aan den IJssel

If you are still dissatisfied with our services and/or the treatment outcome, Faceland has an accessible complaints procedure. We prefer to resolve the issue directly with you first. If this is not possible, you can approach our external complaints officer. If you are still not satisfied with both our response and the external complaints officer’s mediation, you can appeal to the external Disputes Committee.

The Disputes Committee can make a decision regarding the matter and/or personal damages related to the formation or execution of the agreement between you and Faceland. The Disputes Committee provides a binding recommendation or facilitates a settlement between the complainant and Faceland after a thorough review and investigation. Faceland is affiliated with the nationally operating ‘De Geschillencommissie’ (P.O. Box 90600, 2509 LP The Hague www.degeschillencommissie.nl).

The Disputes Committee meets the recognition requirements of the Dutch government, ensuring a fair procedure and an impartial decision.

Please note that you will be required to pay complaint fees at the start of a dispute procedure. Depending on the outcome and recommendation, this amount may be refunded.

For more information, you can directly contact the Disputes Committee or our internal complaints coordinator.

If you wish to receive a copy of your medical file, please fill out the form below and email it to dossieropvragen@faceland.nl.