Complaints Procedure

1. Purpose

This complaints procedure enables clients of Age Back Co. B.V. to submit complaints regarding the services or treatments organised by the Company. The aim is to handle complaints carefully, promptly and transparently, and to use them for quality improvement.

2. Scope

This procedure applies to the role of Age Back Co. B.V. as organiser and service provider.

Complaints about the medical performance of a treatment fall under the responsibility of the Clinic where the treatment is carried out. In such cases, Age Back Co. B.V. will refer the client to the Clinic and may assist in forwarding the complaint.

3. Submitting a Complaint

3.1. A complaint may only be submitted by e-mail: klachten@ageback.co.

3.2. A complaint must always be submitted in writing and with reasons. It must at least include:

• the client's name and contact details,
• the date of the complaint,
• a clear description of the complaint,
• where relevant: supporting documents (e.g. correspondence, invoice, medical advice).

3.3. A complaint must be submitted within a reasonable period, but no later than one month after discovery of the fact to which the complaint relates (in accordance with Article 7.6 of the General Terms and Conditions).

4. Handling of the Complaint

4.1. Within 5 working days of receipt, the client will receive a confirmation of receipt by e-mail, including a reference/case number.

4.2. The complaint will be reviewed by the management. Additional information may be requested from the client if necessary. The handling is impartial: complaints will not be reviewed by persons directly involved in the cause of the complaint.

4.3. Age Back Co. B.V. aims to provide a reasoned written response by e-mail within 30 days of receipt of the complaint. If this is not feasible, the client will be informed with an explanation and an expected timeframe.

4.4. If the complaint relates to the Clinic, this will be clearly communicated to the client, and the client will be referred to the complaints procedure of the relevant Clinic. Age Back Co. B.V. may assist in forwarding the complaint.

5. Outcome and Follow-up

5.1. The written response will contain:

• the assessment of the complaint,
• any measures taken,
• information on next steps if the client is not satisfied with the outcome.

5.2. If the client remains dissatisfied, the matter can be brought before the competent court in Zwolle, as specified in the General Terms and Conditions.

6. Registration and Retention

6.1. All complaints will be recorded in an internal system and retained for at least 2 years.

6.2. Registered complaints will be periodically evaluated with the aim of improving the services and processes of Age Back Co. B.V.