Complaints ProcedureAt The Headroom, we believe in the power of conversation.
Our approach to complaints
At The Headroom we believe in the power of conversation. When you are dissatisfied with our services, we want to hear about it. Not through a form or anonymous message, but by genuinely talking to each other. Only then can we understand what is going on and work towards a solution together.
During our training sessions and programs, we actively ask for feedback. This is the moment when we can best respond to what you need. Should something still bother you afterwards, we invite you to get in touch with us.
What do we consider a complaint?
A complaint is a written expression of dissatisfaction about the services The Headroom has provided. This can relate to the content of a training session, the guidance or the execution of our work.
What does not qualify as a complaint?
- Anonymous reports - without a name we cannot have a conversation and therefore cannot take action
- Expressions about our business operations in general
- Feedback that is not related to a service you have received
How do you submit a complaint?
Send your complaint by email to klachten@theheadroom.nl
Please include in your email:
- Your name and contact details
- The date and description of the training or service
- A clear description of your complaint
- What you expect from us
Submission deadline
A complaint must be submitted within 2 months after the completion of the relevant training or coaching session. Complaints submitted after this deadline will not be processed.
Feedback is most valuable when given directly, during or shortly after a session.
How do we handle your complaint?
Within 7 working days of receiving your complaint, we will contact you.
Our process:
- We confirm receipt of your complaint
- We contact you within 7 working days for a conversation
- Together we look for an appropriate solution
- We confirm the outcome to you in writing
No external complaints committee
The Headroom does not have an external complaints or dispute committee. Our starting point is that we resolve matters together through open and honest conversation. Should you still wish to involve an independent party, you are free to engage an external committee or mediator yourself.
Important to know
A personal conversation is essential to us. Without the opportunity to speak with you, we cannot take further action on your complaint. This aligns with our core values: we believe that real solutions arise through open communication.
Confidentiality
All information you share with us in the context of a complaint will be treated confidentially. We do not share this data with third parties, unless this is necessary for handling your complaint and you have given your consent.
Contact
The Headroom B.V. Utrechtseweg 47 1213 TL Hilversum