{"id":137,"date":"2018-09-06T13:40:35","date_gmt":"2018-09-06T13:40:35","guid":{"rendered":"https:\/\/vivace-ctc.nl\/?page_id=137"},"modified":"2026-05-22T10:41:08","modified_gmt":"2026-05-22T10:41:08","slug":"klachtenregeling","status":"publish","type":"page","link":"https:\/\/vivace-ctc.nl\/en\/klachtenregeling\/","title":{"rendered":"Complaints scheme"},"content":{"rendered":"
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COMPLAINTS MECHANISM VIVACE-CTC<\/h1>\n<\/div>\n
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Vivace-CTC values good contact with clients and participants. By clients we mean clients, participants in training courses, coaching programmes, education, master classes and other services provided by Vivace-CTC.<\/p>\n

We aim to provide a professional, careful and respectful service. Nevertheless, it may happen that a client or participant is not satisfied. In that case, we would like to hear about it as soon as possible so that we can jointly look for a suitable solution and improve our service wherever possible.<\/p>\n

For complaints, we distinguish three forms of handling:<\/p>\n

1. Immediate resolution<\/h2>\n

Simple and quickly resolvable complaints are dealt with immediately whenever possible. Examples include administrative queries, an incorrect invoice or failure to reply to a message on time.<\/p>\n

2. Conciliation \/ mediation<\/h2>\n

If a complaint cannot be resolved immediately, we first try to have a joint discussion with the parties involved. The aim of this is to clarify together what the complaint entails, what caused it and what solution might be appropriate.<\/p>\n

3. Formal complaints procedure<\/h2>\n

If a complaint cannot be resolved satisfactorily through direct consultation or mediation, a formal complaint may be filed. In that case, the complaints procedure below comes into effect.<\/p>\n

A formal complaint should be made in writing.<\/p>\n

Directly resolve<\/h2>\n

If you have a complaint, please let us know as soon as possible. The sooner we are informed, the sooner we can try to reach a solution.<\/p>\n

To do so, please contact:<\/p>\n

Gerda Nobel
\nT: 0620419591
\nE: g.nobel@vivace-ctc.nl<\/p>\n

Mediation<\/h2>\n

Many situations can be resolved in a careful and open conversation. The handling of a complaint always involves a co-owner of Vivace-CTC.<\/p>\n

If necessary, Vivace-CTC will organise a meeting between involved parties. The aim of this is to reach a suitable solution together. If both parties agree to the proposal, this will be confirmed and archived in writing.<\/p>\n

If mediation does not lead to a solution, a written report will be made for the benefit of the complaints committee.<\/p>\n

Formal complaints procedure<\/h2>\n

Vivace-CTC has an independent complaints committee.<\/p>\n

Chairman of the complaints committee:
\nMr W. Hart
\nDirector ICCO, Utrecht
\nT: 06533330136
\nE: whart58@gmail.com<\/p>\n

All complaints are treated confidentially. The decision of the complaints committee is binding on Vivace-CTC.<\/p>\n

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  1. The complaint shall be submitted in writing to the Complaints Committee. This should at least include: the name and address of the complainant, the date or period to which the complaint relates and as clear a description as possible of the complaint. The complaint must be signed by the complainant.<\/li>\n
  2. The complainant will receive a written acknowledgement of receipt within 5 working days. This will indicate the next steps to be taken, the deadlines and who is part of the complaints committee.<\/li>\n
  3. A complaint will be dealt with within four weeks. If more time is needed for investigation, the complainant will be informed in writing within this period. This will also indicate the timeframe within which further clarity is expected.<\/li>\n
  4. Upon receipt, the complaints committee will assess the nature, content and seriousness of the complaint.<\/li>\n
  5. If necessary, the complaints committee will give both the complainant and the defendant the opportunity to explain the complaint orally in a private meeting.<\/li>\n
  6. The decision of the complaints committee shall be substantiated in writing and sent to the parties concerned.<\/li>\n
  7. If a binding ruling has consequences for Vivace-CTC, they will be implemented within two months.<\/li>\n
  8. Vivace-CTC records formal complaints and how they are handled. Complaints and related documents are treated confidentially and kept for two years.<\/li>\n
  9. Vivace-CTC periodically evaluates complaints received and uses the outcomes to improve the quality of its services.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n

    \u201c`<\/p>\n\n\t\t<\/div>\n\t<\/div>\n<\/div><\/div><\/div><\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"

    KLACHTENREGELING VIVACE-CTC Vivace-CTC hecht veel waarde aan goed contact met klanten en deelnemers. Onder klanten verstaan wij opdrachtgevers, deelnemers aan trainingen, coachingstrajecten, opleidingen, masterclasses en overige dienstverlening van Vivace-CTC. Wij streven naar een professionele, zorgvuldige en respectvolle dienstverlening. Toch kan het voorkomen dat een klant of deelnemer niet tevreden is. In dat geval horen wij…<\/p>","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-137","page","type-page","status-publish","hentry","description-off"],"yoast_head":"\nKlachtenregeling - vivace-ctc<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/vivace-ctc.nl\/en\/klachtenregeling\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Klachtenregeling - vivace-ctc\" \/>\n<meta property=\"og:url\" content=\"https:\/\/vivace-ctc.nl\/en\/klachtenregeling\/\" \/>\n<meta property=\"og:site_name\" content=\"vivace-ctc\" \/>\n<meta property=\"article:modified_time\" content=\"2026-05-22T10:41:08+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/vivace-ctc.nl\\\/klachtenregeling\\\/\",\"url\":\"https:\\\/\\\/vivace-ctc.nl\\\/klachtenregeling\\\/\",\"name\":\"Klachtenregeling - 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