Better Minds strives to provide high-quality services to all clients and participants. Nevertheless, it is possible that you may be dissatisfied with certain aspects of our services. In such cases, we encourage you to inform us as soon as possible so that we can work together toward an appropriate solution.

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1. Informal Resolution

Complaints are often best resolved through direct communication. Therefore, we kindly ask you to first discuss your complaint with the relevant trainer, project leader, or contact person at Better Minds.

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2. Submitting a Formal Complaint

If the complaint cannot be resolved informally, it may be submitted in writing to Better Minds by email or post.

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The complaint should include:

• Name and contact details of the complainant
• A description of the complaint
• Any relevant supporting information or documents

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3. Confidential Handling

All complaints will be handled confidentially. Only those directly involved in the handling of the complaint will have access to the information.

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4. Confirmation and Response

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Better Minds will confirm receipt of the complaint within ‍

5 working days.

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A substantive response will be provided within 4 weeks after receipt of the complaint. If additional time is required for investigation, the complainant will be informed within this period, including the reason for the delay and the expected timeframe for a final response.

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5. Independent Third Party

If the complaint cannot be resolved satisfactorily, the complainant may submit the complaint to an independent third party for mediation or binding advice:

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De Mediator Groot Amsterdam

Hogeweg 1c

1098 BT Amsterdam

The Netherlands

Tel: +31 6 21 11 66 14

https://amsterdammediation.nl‍

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This independent third party will review the complaint and provide a binding decision.

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6. Binding Decision

Better Minds will comply with the binding decision of the independent third party and implement any resulting measures within a reasonable timeframe.

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7. Registration and Retention

All complaints and the manner in which they are handled will be registered and stored by Better Minds for a minimum period of two years.

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