Complaints Procedure

Introduction

The Long Covid Toolkit Foundation is committed to providing high-quality services and maintaining an open and transparent relationship with all stakeholders. We recognize that there may be occasions when individuals feel dissatisfied with our services. This Complaints Procedure outlines the steps for addressing and resolving complaints in a fair and timely manner.

Scope

This procedure applies to all stakeholders, including but not limited to, users of the Long Covid Toolkit website, employees, volunteers, partners, and members of the public who interact with the Long Covid Toolkit team members or Foundation Board.

Principles

  1. Accessibility: The complaints procedure is easily accessible to all stakeholders.

  2. Confidentiality: All complaints will be handled with the utmost confidentiality.

  3. Impartiality: Complaints will be addressed impartially and objectively.

Procedure

  • Please first try to resolve the situation informally wherever possible.

  • Any stakeholder may submit a complaint. 

  • A complaint can be submitted to complaintsofficer@longcovidtoolkit.org.

  • The complaint must contain a detailed description of the complaint, any corresponding documentation and the contact details of the complainant.

  • The relevant representative of Stichting Long Covid Toolkit shall attempt in good faith to resolve any complaint in an amicable way. The representative will contact the complainant within 15 calendar days from the moment the complaint was received.

  • If the representative and complainant cannot reach a solution, the complaint will be referred to the manager of the representative who will contact the complainant within 15 calendar days. 

  • In the event the manager and the complainant are not able to settle the complaint amicably the complaint will be referred to the Complaint Officer of Stichting Long Covid Toolkit.

  • The Complaints Officer will start the investigation within 15 calendar days after the complaint was referred to him. The investigation will be conducted impartially and confidentially, with respect for all parties involved. The investigation may involve:

    • Reviewing documentation and records

    • Interviewing the complainant and any other relevant parties

    • Gathering additional information as necessary

Resolution

Upon completion of the investigation, the Complaints Officer will provide a written response to the complainant within 20 working days after the notice of receipt of the complaint has been sent. This response will include:

  • A summary of the investigation findings.

  • The decision regarding the complaint.

  • Any actions to be taken to address the issue.

  • Information on how to appeal the decision if the complainant is not satisfied.

Documentation

All complaints and related documentation will be securely stored and retained for a maximum of 1 year.

Conclusion

We are committed to ensuring that all complaints are addressed in a fair, transparent, and timely manner. Your feedback is valuable to us, and we strive to use it to improve our services and support for those affected by Long Covid.