Complaints procedure

General

Artemis Health strives to provide the best possible service. Satisfied customers are very important to us. Artemis Health considers a complaint to be an opportunity to improve its services. This is an ongoing process, and we are therefore grateful for your feedback, even if it comes to us in the form of a complaint. Your complaint will be treated confidentially.

The procedure

To submit your complaint, please send an email to info@artemishealth.nl with ‘Complaints procedure’ in the subject line. In order to provide you with the best possible service, please include your name, date of birth, contact details, and, if applicable, the name of the person about whom you wish to submit a complaint.
After submitting your complaint, you will receive written confirmation of receipt within five business days.
The complaint will be investigated by the responsible officer. If the responsible officer has any questions or uncertainties, he/she will contact you. You will then receive a substantive response to your complaint from us. This response will also include the proposed solution(s) or measures to be taken. Depending on the content of your complaint and what is most appropriate, this may be a written response or a face-to-face meeting. The turnaround time for the above procedure is two working weeks.
If you are not satisfied with the handling of your complaint, you can notify the management of Artemis Health in writing within one calendar month. You will then be given the opportunity to explain your complaint verbally. It will be decided by mutual agreement whether this will be a telephone conversation or a face-to-face meeting. We will endeavor to find a solution that is satisfactory to both parties during this conversation. You will receive written confirmation of the conversation.
The resolved complaint will be communicated back to the individual employee or to the Client’s contact persons on the same working day that the written agreement is reached. After you have submitted your complaint, you will receive written confirmation of receipt within five working days. The complaint will be investigated by the responsible officer. If the responsible officer has any questions or uncertainties, he will contact you. You will then receive a substantive response to your complaint from us. This will also include the proposed solution(s) or measures to be taken. Depending on the content of your complaint and what is most appropriate, this may be a written response or a face-to-face meeting. The turnaround time for the above procedure is a maximum of two working weeks.

Exceptions

There are situations in which our complaints procedure does not apply:
• Do you have any questions or comments about an invoice? Please contact the Finance department at info@artemishealth.nl, stating ‘Re: complaints procedure’ in the subject line.
• If you believe you have suffered financial damage as a result of the actions or omissions of one of our employees, you can submit a liability claim to the Legal Affairs department via info@artemishealth.nl, stating ‘in response to complaints procedure’ in the subject line.

Retention period

Your data relating to the complaint handling process will be retained for up to 5 years after the complaint has been resolved.

Questions?

If you have any questions regarding the complaints procedure, please contact your contact person at Artemis Health.