Suggestion or complaint?

Accessible
Are you not satisfied? Please discuss it with us. Our advice is to do this as soon as possible, as delaying usually only makes it harder. We believe open communication between us and parents is very important, and our staff is open to feedback on all matters concerning your child. Preferably, you should first discuss your complaint or comment with the person involved, such as the relevant pedagogical professional or the group leader. Usually, that is enough to solve the problem.

Complaint
If the conversation doesn’t resolve your complaint or problem and you remain dissatisfied, we will step it up and start a formal complaint process.
You can choose from the following options:

• The route via a complaint meeting with the childcare manager of ‘t Veldmuisje. During this meeting, you describe the complaint verbally, and together you look for possible solutions. If you prefer this, please request a meeting through the pedagogical professional, via email (info@t-veldmuisje.nl), or by phone (085-902 5400).
  This meeting might resolve the complaint immediately, for example, after making specific agreements. However, it’s also possible that we need to investigate the complaint further. If so, we will of course let you know.
  If your complaint is resolved during the meeting with the manager, we will record the complaint and the agreements made to resolve it on our complaint form. You will receive a copy of this.
  If we cannot resolve the complaint during the meeting with the childcare manager, you will receive a written confirmation of receipt and a description of the complaint within 5 business days. Within 20 business days after the meeting with the childcare manager, you will receive a written notice regarding the validity of the complaint and any measures to be taken or already taken.
• You can also choose the written route. In this case, you submit your complaint in writing via an email to info@t-veldmuisje.nl. We will confirm receipt of the complaint in writing within five business days. Within 20 business days after submitting the complaint, you will receive a written notice from us regarding the validity of the complaint and any measures to be taken or already taken.
• You can find our complaints procedure here: Complaints procedure.

Dispute Committee
If no acceptable solution for your complaint is found, you can then submit the complaint directly to an external, independent Dispute Committee:

De Geschillencommissie
Postbus 90600
2509 LP DEN HAAG
070-310 5310

When the Dispute Committee for Childcare and Playgroups receives a complaint, the ‘Childcare Complaints Desk’ associated with this committee is first engaged. They attempt to resolve the complaint by providing information, advice, mediation, or conciliation.

More information can be found at: www.degeschillencommissie.nl.

For a parent to submit a dispute to the Dispute Committee for Childcare and Playgroups, one of these two conditions must be met:

• The childcare organization has not responded to the written complaint within six weeks.
• The parents and the childcare organization have not reached an agreement on the handling of the complaint within 6 weeks.

As an exception to the above, parents may submit a dispute directly to the Dispute Committee for Childcare and Playgroups if it cannot reasonably be expected of parents to submit a complaint to the childcare organization under the given circumstances. This could be the case, for example, with complaints about intimidation or when parents fear that presenting their complaint could have unpleasant repercussions. The Dispute Committee assesses on an individual basis whether these conditions are met.

The rulings of the Dispute Committee are binding for parents, the parental committee, and the childcare organization. The Dispute Committee publishes its rulings on its website.

In 2019, 2020, 2021, 2022, 2023, 2024, and 2025, we were dispute-free.