Vivace values good contact with clients. Client satisfaction is of paramount importance. By clients we mean clients, training participants, coaches, etc. Things can sometimes go differently than expected. In that case, we would like to hear from you, the client. We want to learn from our mistakes by listening and, possibly together with you, working to improve our services.

We distinguish three ways of working when dealing with complaints:

1. Immediate resolution

Simple and quickly resolvable complaints are dealt with immediately. Examples: failure to call back quickly enough, incorrect invoice.

2. Conciliation, mediation

In the first instance, we will try to sit down with you and whoever at Vivace you are in contact with and, in a good conversation, find out what the complaint is, what is causing it and what steps can be taken to resolve it.

3. Complaints scheme

If the above is not sufficient, you can file a formal complaint. The complaints procedure will then take effect. The complaint will be submitted to the independent complaints committee.
You can submit a complaint to us verbally, by phone, by mail or in writing. In the case of complaints that are immediately solvable and in the context of mediation, any form of submitting a complaint is possible. In the case of a formal complaint, you must offer the complaint in writing (for more details, see the description of the complaints procedure).

Directly resolve

If you have a complaint, we would like to hear about it as soon as possible. The sooner we know, the sooner we can resolve it. For this, you can use the usual channels: verbal, telephone and e-mail. You can contact : Gerda Nobel (0620419591), g.nobel@vivace-ctc.nl or Ineke Wikkerink (0610679631), i.wikkerink@vivace-ctc.nl.

Mediation, mediation

Many problems can be resolved in a good conversation. Report your complaint to your contact person at Vivace. The co-owner of Vivace is always involved in the handling of your complaint. They arrange a situation where the parties involved sit down for a good conversation. The aim of the conversation is for the complainant and the accused to arrive together at a proposal for resolution. If both parties agree to this proposal, the mediation has been successful. The proposal and agreement are fed back in writing to the parties involved. The proposal and agreement are also archived. If the mediation has not been successful, Vivace will report this in writing to the complaints committee. This will include information on the views of those involved.

Complaints scheme

For the purposes of the complaints procedure, Vivace has set up a complaints committee. The complaints committee consists of independent third parties: the chairman of the complaints committee is Mr W. Hart, director Icco, Utrecht. Tel. 06533330136, mail: whart58@gmail.com. Customer complaints are handled confidentially. The decision of the complaints committee is binding.
1. The complaint shall be submitted in writing by the client to the Complaints Committee. The document shall include at least the name and address of the complainant, the date or period to which the complaint relates and as detailed a description of the complaint as possible. The complaint should be signed.
2. The complainant will receive a written acknowledgement of receipt within 5 working days. This will indicate the next steps, the deadline, the course of action and who sits on the complaints committee. A complaint will be dealt with within four weeks. If more time is needed for investigation, the complainant will be informed within this period.
3. After receiving the complaint, the Complaints Committee shall analyse the complaint for its weight and importance.
4. If necessary, the committee shall give the complainant an opportunity to present the complaint orally in private. The committee shall also give the accused the opportunity to present an oral defence to the complaint in private.
5. The decision of the complaints committee shall be substantiated in writing and sent to the complainant by registered mail.
6. The committee shall evaluate the conduct of the procedure and record its findings in a document for the benefit of Vivace. Vivace records formal complaints and evaluations of the complaints procedure. Vivace processes the data and makes an annual analysis. This includes recommendations to prevent new complaints, as well as to improve the quality of service.
7. Complaints and how they are handled will be recorded and kept for a period of two years.