We want to be a pleasant, safe environment for everyone involved with us. That is why we have rules about how we treat each other and our living and shelter locations.
Is someone else not following the rules and are you experiencing something unpleasant? Or are you dissatisfied with one of our services? Then you might want to share your experience or concerns with someone. Or report a complaint, for example about undesirable behavior.
Is a (different) client crossing your boundaries? Please report this to your counselor. Together you can think about what helps you. Is your unpleasant experience about a CVD employee? Or a CVD service?
Vraag & antwoord
By saying this, you are giving feedback. And that helps your counselor learn how to help you better. In a way that suits you!
Maybe talking to CVD employees isn’t working. Or it doesn’t feel right. Then you can talk to the Care Ombudsman: Remko Trompetter. He does not work for CVD and can therefore listen to you in a different way.
Remko thinks along with you about what can help and knows what options you have. If you want, he can help with writing a letter of complaint or holding a conversation. Everything you discuss with him remains confidential. Remko does nothing without your permission.
You can call the Care Ombudsman from Monday to Friday between 9:00 AM and 5:00 PM at 06 527 863 89. You can also email r.trompetter@hetlsr.nl.
In this video, Remko introduces himself and talks about his work.
Do you disagree with something? Or are you dissatisfied with a service provided by CVD? Here you can find the complaint card with which you can report a complaint yourself or with someone’s help. The Care Ombudsman can also help you fill it out. Send your complaint card to:
CVD Attn: Complaints Department
P.O. Box 208
3000 AE Rotterdam
Within 7 days after we receive your Complaint Card, you will have a meeting with the manager of the employee the complaint is about. CVD management also sees your complaint and knows what employees are doing with it.
Would you like to read exactly what happens to your complaint and what you can do? Download the complaints procedure here. This document also explains how the independent complaints committee helps if you and your counselor or manager cannot resolve a complaint together.
