At Therapy with Olivia, we strive to provide high-quality, compassionate, and transparent care. However, if you are dissatisfied with any aspect of your treatment, our communication, or prate, we take your concerns very seriously.

As members of the Nederlands Instituut van Psychologen (NIP), we adhere to the NIP Code of Ethics (Beroepscode) and the Healthcare Quality, Complaints, and Disputes Act (Wkkgz).

Step 1: Discussion with Your Therapist or Practice Management

If you feel misunderstood, dissatisfied, or have a grievance, we encourage you to discuss it with your therapist first. Open communication often resolves misunderstandings quickly.

If you do not feel comfortable discussing the matter directly with your therapist, or you feel your concerns were not adequately addressed, you are always welcome to contact the practice owner(s)/management. We will step in to listen, evaluate the situation and work with you toward a resolution.

Please note: Raising a concern will never negatively affect your ongoing care or treatment relationship.

Step 2: Independent Complaints Officer (Klachtenfunctionaris)

If we are unable to resolve the issue together within the practice, or if you prefer to seek independent guidance from the start, you have the right to contact an independent complaints officer free of charge.

You can submit complaints to the Central Bureau Klachtenmanagement in de Zorg (CBKZ) via klachten@cbkz.nl or by registered mail: CKBZ, Antwoordnummer 570, 4200 WB Gorinchem.

Complaints can be digitally with the complaints form.

Step 3: Disputes Committee (Geschillencommissie)

If informal mediation by the complaints officer does not result in a satisfactory resolution, you may submit a formal complain to an independent Disputes Committee. This committee evaluates the complaint objectively and can issue a binding decision or award compensation if applicable.

Regulations & Confidentiality

Submitting a complaint or engaging an independent complaints officer is entirely free of charge for you. All procedures are handled with strict confidentiality.

Our practice operates under the official Model Complaints and Disputes Regulations NIP. You can download the full complaints policy here.