Complaints Process for Marije Roos

In short:

In case of a complaint, here is the complaint procedure in steps:

Step 1. Email to marijeroos8@gmail.com Marije will answer with a delay of max. 4 weeks, and most often in a delay of no longer than 48 hours.

Step 2. We will have a dialogue to recognize and hear each other’s needs, and figure out strategies to care for everyone’s needs

Step 3. In case step 2 is not sufficient to any of the parties, a third party will be invited (Mediator of our shared choice) who will provide support in figuring out ways together.

 

Longer:

Purpose and responsibilities

1. Marije Ros supports you in developing and teaching communication techniques based on Nonviolent Communication. This includes:

• Taking responsibility for your own feelings

• Identifying the needs underlying these feelings

• Clearly and concretely stating wishes and requests

• Listening with curiosity to what the other person is trying to express

1. The outcome is dependent upon your own efforts.

Satisfaction

1. I appreciate you sharing your complaints with me directly. I take these very seriously and will search with you to find solutions.

2. It is important for me that, via dialogue, the needs of both parties can be explored and heard, and any appropriate follow-up strategies can be discussed. This will be carried out with a lot of care by Marije Roos.

3. Even if your training is paid for by another client or company, our indirect client, we would still appreciate it if you share your possible dissatisfaction and complaints with me.

4. At the end of a course we will ask you, via an evaluation form, for your feedback about the course. 

Written complaints

1. If you submit a written complaint, you will receive notice of receipt of the complaint within two weeks. In this notice we will let you know:

• How we will further deal with the complaint

• By what period we hope to have completed this

1. We aim to resolve your complaint satisfactorily within four weeks. We will write to you to ask you whether your complaint has been handled to your satisfaction. This period can be extended if there are demonstrable reasons for this, provided you have been informed in writing before the expiry of this period.

2. Your complaint will be treated confidentially. The complaint will only be reported to third parties with your consent.

3. Complaints submitted in writing are kept for five years, then destroyed.

Mediation

1. If you do not come to an agreement with me, Marije Roos, regarding your complaint, the complaint will be passed on to a mediator or our shared choice. 

2. The mediation process is based on tracking and including the needs of both parties. The result of this process determines which actions Marije must take in each individual situation. Marije will take steps with the utmost care to follow through with the points discussed and recorded. This shall be carried out within the time period agreed upon during the mediation.

3. Complaints submitted to the mediator are kept for five years and then destroyed.