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Complaints Procedure

1. Purpose and scope

This procedure provides a clear process for submitting and resolving complaints about trainings, mediations, or empathy sessions provided by Wendel Zwaal. It covers conduct, communication, service content/organisation, and invoicing.
 

2. Submitting a complaint

Complaints Officer: Wendel Zwaal (trainer)

  • Please submit your complaint within 14 days of the incident, by e-mail or in writing.

  • Leniency: later submissions may still be handled where a reasonable explanation for the delay exists.

  • Please include:

    • your name and contact details;

    • date and description of the incident (who, what, where);

    • desired outcome/remedy;

    • any relevant documents or evidence.

  • You may appoint a representative (attach authorisation).
     

Contact details

Email: wendel@zwaal.com

Postal address: Meerkoethof 52, 1444 VN Purmerend, the Netherlands
 

3. Acknowledgment

You will receive a written acknowledgment within 7 days by e-mail, including a case reference.
 

4. Handling and timelines

  • The complaint will be investigated with due care (hearing both sides).

  • You will receive a substantive written response within 4 weeks of receipt.

  • If more time is required, you will be notified within those 4 weeks with the reason and a new deadline (maximum +4 weeks).
     

5. Resolution and closure

We aim to resolve the matter by agreement. The outcome and any measures (remedy, compensation) will be confirmed in writing. If you disagree with the outcome, you can respond and/or escalate (see §6).
 

6. Escalation to an independent third party

If the complaint cannot be resolved satisfactorily, you may refer the case to an independent third party:
 

Cara Crisler, Certified NVC Trainer

https://crislercoaching.com/contact
 

  • The third party’s decision is binding on the trainer; any consequences will be implemented promptly.

  • Costs: as a rule, each party bears its own costs; specific cost arrangements can be agreed.
     

7. Confidentiality and non-retaliation

  • Complaints are handled confidentially and shared only with those who need to know for processing, or where required by law.

  • Filing a complaint must not lead to disadvantage or retaliation against the complainant.
     

8. Data protection (GDPR)

  • Complaint files may contain personal and special-category data; processing follows the GDPR and our Privacy Policy.

  • Retention: complaint files are kept for at least 2 years after closure (longer if legally required).

  • Access is restricted; storage is secure. Reports are anonymised where possible.
     

9. Recording and improvement

  • Complaints and outcomes are recorded in a log (date, subject, lead time, outcome).

  • We periodically review trends and corrective actions.
     

10. Relation to other rights

This procedure does not affect statutory withdrawal rights, contractual rights under the Terms & Conditions, or the right to seek legal remedies.

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