Not satisfied? We want to hear it.

We aim to give you the best results and service. If you are dissatisfied with anything, we appreciate hearing it. If something has gone wrong, we want to put it right and prevent it next time.

Step 1 — Discuss it with your practitioner

If you are not satisfied, first discuss it with Dr. Edwards. Often there is a misunderstanding or miscommunication that we can resolve straight away.

Step 2 — Submit a complaint to the practice

If we cannot resolve it together, send your complaint or suggestion by e-mail to info@edwardsaesthetics.com. You receive an acknowledgement and we handle your complaint. You get a written response with our findings and the measures we take as soon as possible and at the latest within six weeks. If careful investigation is not possible within that period, it may be extended once by four weeks; you are informed beforehand.

Step 3 — Independent complaints officer and disputes committee (DOKh)

Cosmetic clinics in the Netherlands are legally required (Wet kwaliteit, klachten en geschillen zorg, Wkkgz) to be affiliated with a recognised disputes committee and to have an independent complaints officer. Edwards Aesthetics is affiliated with DOKh for this purpose.

You can turn free of charge to DOKh's independent complaints officer for advice, support or mediation. If that does not lead to a solution, you can submit the dispute in writing to DOKh's disputes committee, which issues a binding decision.

• Report a complaint as a patient: dokh.nl/klacht-geschil-als-klager (Dutch)
• E-mail: klachtenengeschillen@dokh.nl · Phone: +31 72 527 91 00 (option 2)
• Stichting DOKh, Robijnstraat 6, 1812 RB Alkmaar, the Netherlands

The full DOKh complaints regulation and mediation protocol (adopted 24 September 2021) are available from the practice on request and at dokh.nl/klachten-geschillen. In case of any difference between this translation and the Dutch text, the Dutch text prevails.

You always retain the right to turn to another body, such as the Dutch Health and Youth Care Inspectorate (IGJ) or the Medical Disciplinary Board. Personal data are treated confidentially when a complaint is handled.