Complaints Procedure

View and download our complaints procedure here

MEPD Complaints Procedure for Participants and Clients

The following agreements apply at MEPD for submitting a complaint:

  • A complaint can be submitted verbally to a MEPD staff member or sent by email to kwaliteit@mepd.nl. The complaint may relate to the actions of MEPD itself, as well as to acts and/or statements made by third parties who have carried out or are carrying out work on behalf of MEPD.
  • The complainant will receive written confirmation of the received complaint within 2 working days. The confirmation will at least include: the date on which the acts and/or statements the complaint relates to occurred, a description of the facts pertaining to the complaint, and a summary of the
    follow-up procedure.
  • A complaint does not have to be processed if it concerns an act and/or event that took place more than one year before the submission of the complaint.
  • The complainant will be informed in writing within 1 week of receiving the complaint whether or not the complaint will be handled.
  • The complaint will be addressed by a MEPD staff member who was not involved in the acts and/or statements the complaint relates to. This person observes confidentiality and protects the privacy of the parties involved as much as possible.
  • Both the complainant and the person to whom the complaint pertains will be given the opportunity to be heard.
  • The complainant will receive a written and substantiated notification of the findings of the investigation into the complaint, as well as of any further measures taken or to be taken by MEPD as a result of the findings.
  • A complaint may be upheld, dismissed, partially upheld, or partially dismissed.
  • A complaint will be resolved within 4 weeks of its submission.
  • If the parties are unable to resolve the issue themselves, the participant may contact Blik op Werk to mediate as an independent third party. See: https://www.blikopwerk.nl/over-blik-op-werk/klachtenprocedure
  • MEPD ensures that both the number and nature of complaints submitted, as well as the measures taken as a result of submitted complaints, are registered.

Bart Monster,
General Director