Not satisfied? Let's solve it together.

Bij Gea Thuis staan aandacht, zorgvuldigheid en betrokkenheid centraal in de manier waarop wij adviseren en begeleiden. We doen ons werk met zorg en met het hart. Toch kan het gebeuren dat iets anders loopt dan u had verwacht. Als dat zo is, horen we dat graag.

We do not view a complaint as troublesome or annoying, but as an important signal. If something can be improved, we want to know.

Wij geloven dat de meeste situaties opgelost kunnen worden door open en eerlijk met elkaar in gesprek te gaan. Daarom kiezen wij altijd eerst voor persoonlijk contact. We luisteren, nemen u serieus en zoeken samen naar een passende oplossing.

Onderstaand leest u hoe wij met klachten omgaan en welke stappen we volgen wanneer er iets speelt.

Gea Thuis Complaints Procedure

Gea Thuis is a service of De Lindeborgh Chamber of Commerce: 65260627

1. Our vision on complaints

Bij Gea Thuis staan aandacht, zorgvuldigheid en betrokkenheid centraal in de manier waarop wij adviseren en begeleiden.

However, it is possible that you are not satisfied with something. We take that seriously.

Wij zien een klacht niet als iets vervelends, maar als een kans om te luisteren, te leren en waar nodig te verbeteren.

Our starting point is therefore always:

We will first try to resolve it together and in good consultation.

2. What do we understand by a complaint?

A complaint is any expression of dissatisfaction regarding, for example:

our services
onze communicatie
our guidance or advice
the way something turned out
the actions of Gea Thuis or one of our advisors

Does your complaint concern someone who is not employed by Gea Thuis, such as a self-employed support worker? In that case, we will look at what is appropriate in that situation together with you.

3. How can you file a complaint?

U kunt uw klacht schriftelijk of per e-mail bij ons indienen.

You can send your complaint to:

📧 administratie@delindeborgh.nl

We ask you to include the following, as far as possible:

uw naam en contactgegevens
a clear description of your complaint
the date or period to which the complaint relates
which in your opinion would be a suitable solution

Een klacht kan worden ingediend tot 4 maanden na het voorval.

4. How do we handle your complaint?

Stap 1 – Ontvangstbevestiging

You will receive a confirmation from us within 5 working days that we have received your complaint.

Step 2 – Personal contact

We will contact you within 14 days to discuss your complaint.

We prefer a personal meeting — by phone, online, or at the office — because we find that many uncertainties or misunderstandings can be better resolved through direct contact.

The purpose of this conversation is to:

to listen carefully
to clarify what happened
to look for a suitable solution together

Een gesprek vindt in principe plaats met maximaal drie personen, tenzij vooraf anders wordt afgesproken.

Stap 3 – Schriftelijke terugkoppeling

After the conversation, you will receive written feedback within 14 days.

It states:

wat wij hebben besproken
how we assess the situation
which agreements have been made
and what the possible follow-up is

We aim to handle complaints carefully within 4 weeks.

5. If we can't work it out together

Sometimes, despite all efforts, it is not possible to reach a solution together.

In that case, both parties may decide to engage an independent mediator.

By mediator:

is onafhankelijk van Gea Thuis
is independent of the person who filed the complaint
facilitates the conversation between both parties
helps in seeking a joint solution

In principle, the costs of mediation are divided equally, unless other agreements are made together.

In principle, a mediation session takes place with a maximum of three people plus the mediator, unless otherwise agreed in advance.

6. Zorgvuldigheid en vertrouwelijkheid

We handle every complaint carefully and confidentially.

Klachten worden alleen geregistreerd om:

het proces goed te kunnen volgen
to carefully record agreements
to improve our services

We do not share information about a complaint with third parties, unless this is necessary for the careful handling of the complaint, for example during mediation.

7. Learning and improving

Wij nemen klachten serieus.

Daarom bekijken wij na afloop altijd of wij ergens van kunnen leren.
Waar nodig passen wij onze werkwijze, communicatie of begeleiding aan.

In this way, complaints help us to further improve our services.

Finally

We naturally hope that you feel seen, heard, and well supported at Gea Thuis.

If that is not the case for once, please let us know.