Complaints

Article 1: Definitions
In this regulation, the following definitions apply:
    Complaint: A motivated expression of dissatisfaction with concrete behaviour, conflict or (alleged) irregularity of/by (hired) persons working for the Future Face Foundation and members of the Supervisory Board of Future Face (hereinafter referred to as: Foundation ).
  1. Conduct: any act or omission as well as making a decision that has consequences for a customer.
  2. Customer: the participant who has followed a program or training of the Foundation, as well as who is part of a person’s system.
  3. Contractor: the person who (indirectly) carries out programs on behalf of the Foundation.
  4. Complainant: any customer or contractor who expresses dissatisfaction as referred to in the first paragraph.
  5. Defendant: (hired) employee or member of the Supervisory Board of the Foundation who is responsible for the conduct about which the complaint is made.
  6. The complaints officer: the director/administrator (provided the complaint concerns this person, then a member of the Supervisory Board temporarily fulfills this role) who is charged with handling complaints within the meaning of the first paragraph insofar as these have not been resolved with the defendant mentioned in the previous paragraph.
  7. The director/administrator: the person who is in charge of the Dag-to-Dag management of the Foundation.
Article 2: Objective of the complaints procedure
The complaints procedure has the following objectives:
  1. do justice to the complainant
  2. promoting the quality of the professional practice by the Foundation.
Article 3: Basic principles for the complaints procedure
The complaints procedure is based on the following principles:
  1. In principle, the complaint is first discussed between the complainant and the accused in order to arrive at a possible solution, but can also be submitted directly in writing/by email to the director/director or complaints officer;
  2. If the complainant and the accused cannot reach a solution, the complainant can also submit the complaint to the complaints officer.
  3. if necessary, the complaints officer supports the Foundation and the complainant in finding a solution to the complaint; if necessary, it advises the director/administrator and/or Supervisory Board of the Foundation about measures to be taken in response to the complaint.
  4. personal data in the context of a complaint will be handled carefully and confidentially and securely registered; the complaints officer has a duty of confidentiality;
  5. the complaints officer makes no statement about liability.
  6. If parties in the complaint handling cannot reach a mutual agreement, a complaint can be submitted to an independent, external complaints committee.
Article 4: Filing a complaint
  1. The complainant should preferably first contact the person concerned in order to try to find a solution together.
  2. If the complainant is of the opinion that the provisions of the previous paragraph are not possible, he will in principle contact the director.
  3. If the provisions of the previous paragraph do not lead to a solution, the complainant can submit the complaint in writing to the complaints officer, stating the reasons for the complaint.
  4. If the complaint relates to the conduct of the director/director or (one of the members of) the Supervisory Board, the powers assigned to them in these regulations are exercised by the chairman of the Supervisory Board.
Article 5: Temporary deployment of a complaints committee
In this regulation, the following definitions apply:
  1. The complaints officer can, if necessary, temporarily set up an independent complaints committee with a minimum of three and a maximum of five members. The members are not involved in the complaint and complainant and are not affiliated with the Foundation.
  2. The complaints officer is the chairman of the temporary complaints committee (as long as the complaint is ongoing).
Article 6: Tasks
The committee has the following tasks:
  1. hearing the complainant;
  2. coming to a decision about the complaint;
  3. if necessary advise the board on measures to be taken in response to the complaint;
  4. Identification of structural shortcomings in the professional practice of the Foundation.
Article 7: Abilities and Powers
The temporary complaints committee is authorized to use the following options:
  1. calling up and hearing persons directly involved in the complaint;
  2. gathering information and consulting and viewing relevant documentation, insofar as this is done with the consent of the complainant;
  3. to make an attempt or to have an attempt made, before final treatment of