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Complaints Procedure

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What can you do if you have a complaint?

Reporting a complaint not only helps you but also enables us to improve the quality of our care. The complaints procedure that applies depends on the professional association your chiropractor is affiliated with.

We always recommend discussing your complaint with your chiropractor first. If you are unable to resolve the matter together, you can follow the complaints procedure of the relevant professional association.

On this page, you can find information about the complaints procedure for each professional association.

Please be aware that you may experience muscle soreness or increased discomfort following a treatment. This is also explained in the information you receive after your appointment. It does not necessarily mean that the treatment has been unsuccessful. It may simply indicate that your body is responding to the treatment, which can be a normal part of the recovery process.

SCN Complaints Procedure

This complaints procedure applies exclusively to chiropractors registered with the Stichting Chiropractie Nederland (SCN).

Step 1: Discuss your complaint with your chiropractor

We recommend discussing your complaint directly with your chiropractor first. In many cases, a solution can be found through a personal conversation. It is helpful to set aside sufficient time to explain your concerns clearly.

Step 2: Contact the complaints officer

If you are unable to resolve the matter together, you can contact a complaints officer.

Every SCN-registered chiropractor has access to an independent complaints officer who can help mediate complaints. The complaints officer will work with you and your healthcare provider to find a suitable solution.

Step 3: Dispute resolution

If mediation does not lead to a satisfactory solution, the complaint may become a formal dispute.

In that case, you can refer your complaint to a recognised dispute resolution body. In accordance with the Dutch Healthcare Quality, Complaints and Disputes Act (Wkkgz), all SCN-registered chiropractors are affiliated with an independent dispute resolution body.

This organisation, Stichting Zorggeschil, issues a binding decision within six months.

For more information about Stichting Zorggeschil, please visit www.zorggeschil.nl.

It is not possible to submit a complaint directly to a dispute resolution body without first completing the steps outlined above.

SNRC Complaints Procedure

We recommend first discussing your concerns directly with your chiropractor to see whether the matter can be resolved through a personal conversation.

If this does not lead to a satisfactory solution, you can submit a complaint to the complaints officer of the Stichting Nationaal Register van Chiropractoren (SNRC).

The complaints officer is independent and acts as a mediator between you and your healthcare provider.

You will receive a written decision within six weeks of submitting your complaint. This period may be extended by a maximum of four weeks, provided you are informed of the extension in good time.

If you are dissatisfied with the decision and wish to continue the procedure, the matter becomes a formal dispute.

Following the decision of the complaints officer, you have 12 months to submit your dispute to the Stichting Geschilleninstantie Register Chiropractoren (SGRC).

Decisions issued by healthcare dispute resolution bodies can be found at www.geschillendossier.nl.

NCA Complaints Procedure

Your opinions, suggestions and complaints matter to us. Your chiropractor appreciates hearing when you are satisfied with your care, but also when your experience has not met your expectations.

We always recommend discussing any concerns with your chiropractor first. In many cases, complaints can be resolved through open communication.

If you are unable to reach a satisfactory solution together, you can contact the complaints officer of the Nederlandse Chiropractoren Associatie (NCA).

The NCA’s external complaints officer is the Centraal Bureau Klachtenmanagement in de Zorg (CBKZ), an independent healthcare complaints management organisation.

The complaints officer will work with you and your healthcare provider to find a meaningful and appropriate solution, wherever possible preserving the treatment relationship and mutual trust.

You can contact the complaints officer via:

Telephone: +31 (0)88 024 51 66
Email: klachtennca@cbkz.nl

If mediation does not result in a satisfactory solution, the complaint may become a formal dispute.

All NCA members are affiliated with the KPZ Dispute Resolution Scheme (Geschillenregeling KPZ).

Your complaint will always be recorded and may lead to measures aimed at improving the quality of care.

DCF Complaints Procedure

Do you have a complaint? We recommend discussing it with your chiropractor first.

If a satisfactory solution cannot be reached, you can contact the professional organisation your chiropractor is affiliated with.

Under the Dutch Healthcare Quality, Complaints and Disputes Act (Wkkgz), healthcare providers are required to have a complaints procedure in place.

Complaints concerning members of the Dutch Chiropractic Federation (DCF) are handled by the Stichting Nationaal Register van Chiropractoren (SNRC).

The complaints officer will assess whether a suitable solution can be found for both parties.

For more information about the complaints procedure and how to submit a complaint, please visit:

https://registerchiropractor.nl/klachten

If you are dissatisfied with the outcome, you can submit your complaint to the recognised dispute resolution body Stichting Geschilleninstantie Register Chiropractoren.

Decisions issued by healthcare dispute resolution bodies can be found at www.geschillendossier.nl.