Complaints Procedure

We do our utmost to provide you with the best possible care. Even so, there may be times when you are not satisfied. We would love to hear about it, as your feedback helps us to improve our care. Below you will find the exact steps you can take. There are no costs for you associated with submitting a complaint or dispute.

Step 1 — Discuss it with us

The quickest route to a resolution is an open conversation. Discuss your concerns with your practitioner or with the clinic. Often there is a misunderstanding, or we can quickly find a suitable solution together. Would you prefer to put it in writing? Send your complaint by email to info@theskinclub.nu.

Step 2 — The independent complaints officer

If you are unable to reach a resolution with the clinic, or if you would prefer the support of an independent party, you can make free use of the complaints officer at Stichting DOKh, with whom our clinic is affiliated.

• The complaints officer is independent, will listen to your account, and will help you to formulate your complaint clearly.
• The complaints officer can mediate between you and the clinic and will work with you to find a resolution.

Statutory timeframe (Wkkgz): the clinic will provide a written response within 6 weeks of receiving your complaint. This timeframe may, if necessary, be extended once by 4 weeks.

Step 3 — The disputes committee

Are you still not satisfied after your complaint has been handled? In that case, a dispute exists. You may then submit your dispute to the recognised, independent disputes committee of Stichting DOKh. This committee has been recognised by the Ministry of Health, Welfare and Sport (VWS) under the Wkkgz.

• The disputes committee assesses your dispute independently and issues a binding ruling.
• The ruling is in principle issued within 6 months.
• The disputes committee may award compensation of up to € 25.000.

Contact details Stichting DOKh

• Department — Complaints and Disputes
• Address — Robijnstraat 6, 1812 RB Alkmaar
• Telephone — 072 - 520 83 25, on weekdays from 9.00 to 15.00
• Email — klachtenengeschillen@dokh.nl
• Website — www.dokh.nl

Good to know

• Submitting a complaint or dispute is always free of charge for you.
• Your complaint will be handled in strict confidence.
• Submitting a complaint has no bearing on the (ongoing) care and treatment you receive from us.
• You may be accompanied by someone you trust throughout the entire procedure.

Established in June 2026. Next review in June 2028, or earlier in the event of changes to legislation or regulations.