1. Introduction

Villa Vita Nova B.V. strives to provide high-quality, discreet, and respectful care. Despite our commitment, situations may arise in which a client is dissatisfied with certain aspects of the treatment, guidance, or services provided.

This complaints procedure offers a clear, safe, and careful method for submitting and handling complaints.
The procedure aligns with common practices among private addiction clinics in Europe and follows the principles of the WGBO and the GDPR.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction regarding:
• treatment, guidance, or conduct;
• communication with staff or therapists;
• administrative or organizational processes;
• privacy, data processing, or record keeping;
• safety, accommodation, or facilities;
• the progress or course of treatment.

A complaint may be submitted by:
• the client;
• a legal representative;
• an authorized representative with written authorization.

3. Confidentiality and Privacy

• All complaints are handled in strict confidence.
• Access is limited to staff members who are necessarily involved in handling the complaint.
• Personal data is processed in accordance with the GDPR and the Privacy Policy of Villa Vita Nova B.V.
• Submitting a complaint has no effect on the treatment or future access to care.

4. Step 1 – Informal Discussion 

In many cases, a complaint can be resolved quickly and informally by discussing it with:
• the directly involved therapist, or
• a designated staff member of Villa Vita Nova B.V.

During this discussion:
• the reason for the complaint is addressed;
• clarification is provided regarding what occurred;
• possible immediate solutions are explored.

If the client prefers not to discuss the complaint verbally, the procedure may proceed directly to Step 2.

5. Step 2 – Submission of a Written Complaint

The client may submit a complaint in writing using the official complaint form. This form must be used when submitting a complaint.

Click here to download the complaint form. Complaints may be submitted via E-mail: info@villavitanova.org.

An acknowledgment of receipt will be sent within 5 working days.

6. Step 3 – Internal Complaint Handling

The complaint will be investigated by:
• the Director of Villa Vita Nova B.V., or
• an independent complaints officer appointed within the organization.

During the investigation, the complaints handler may:
• request additional information;
• conduct interviews with involved staff members;
• propose a meeting with the client for clarification.

Resolution Timeline

Within 4 weeks, the client will receive a written response outlining:
• the findings of the investigation;
• the conclusion;
• any corrective actions or improvement measures;
• where applicable, a proposal for remediation or compensation.

If additional time is required for a careful investigation, the client will be informed in writing before the four-week period expires, including an explanation for the delay and a new target date.

7. Possible Outcomes

The outcome of the complaint may include:
• full acknowledgment of the complaint;
• partial acknowledgment;
• rejection of the complaint;
• an apology on behalf of Villa Vita Nova B.V.;
• corrective actions;
• organizational or policy improvements;
• changes in therapist or treatment approach (in consultation with the client);
• additional aftercare or an evaluation meeting.

8. No Cost to the Client

• Submitting and handling a complaint is free of charge.
• Any costs related to external assistance engaged by the client are the client’s own responsibility.

9. Registration and Quality Improvement

• Complaints are carefully recorded.
• Complaint data is used to continuously improve the quality, safety, and services of Villa Vita Nova B.V.
• Only anonymized data is used internally for quality analysis.

10. Protection Against Disadvantage

Submitting a complaint:
• must never result in disadvantage;
• does not affect treatment or future access to care;
• is always handled with respect and discretion.

11. Final Provision

This complaints procedure forms part of the General Terms and Conditions of Villa Vita Nova B.V.

The procedure is available to clients:
• prior to the start of treatment;
• during the treatment process;
• and after completion of treatment.