1. Complaints can be submitted to any office staff member of the Foundation. In principle, the director is the primary contact point for a complaint. If the complaint concerns the director personally, it can also be submitted to the secretary of the board. All received complaints must be registered on a complaint form.
2. All complaints must be dealt with immediately.
3. If a complaint cannot be dealt with immediately and adequately, the complainant will be informed as soon as possible about the expected manner and duration of the handling.
4. The complainant is entitled to expect the Stichting Steun Emma Kinderziekenhuis to monitor the progress of the case; it is the Foundation’s responsibility to ensure that the complainant perceives this as such.
5. Complaints are a valuable source of information for the Foundation regarding the quality of its performance, as well as the perception that the outside world has of the Foundation's performance.
6. In connection with what is stated under point 4, the director of the Foundation is responsible for the coordination and implementation of the complaints policy, without prejudice to the responsibility of all employees of the Foundation to act actively in accordance with the complaints policy, both internally and externally.
7. At least once a quarter, an evaluation of the submitted complaints will take place within the Foundation's office in order to:
8. to assess compliance with the foundation's fundraising code of conduct;
9. to assess the overall quality of the organisation;
10. to identify structural signals as early as possible;
11. to improve communication with the target audience.
12. For the purpose of the evaluation, the Director of the Foundation shall ensure the classification of the complaints and prepare the evaluation in writing. Furthermore, he/she shall inform the board at least once a quarter of submitted complaints and the handling thereof.
13. Complaints may relate both to the fundraising by the Foundation and to the exercise of its actual function, such as the awarding of grants, the formulation of positions, and the provision of information.

1. An employee who receives an oral or telephone complaint shall, if possible, handle it immediately in person or by phone. The complainant may also be called back shortly afterwards, after consultation has taken place with the Director of the Foundation, if desirable.
2. The complaint is registered on the designated complaints form, stating the name, address and telephone number of the complainant.
3. Sometimes it can be useful to also send a written confirmation of a verbal answer to the complainant. This is done in consultation with the director of the Foundation.
4. The handling of the complaint is recorded on the complaint form.

1. The complaint is registered on the designated form, stating the name, address and telephone number of the complainant. The written complaint and the complaint form are combined.
2. Within two weeks of receiving their complaint, the complainant will receive a letter with an official response, signed by the director of the Foundation concerned. This response will state the date on which the complainant's letter was received.

The reply letter is not about judging whether the complaint is justified or not, but about giving attention to the reason behind the action or omission that forms the basis of the complaint. This could include, for example, the consequences of general policy. Furthermore, the following may be addressed:

• prompt and error recovery;
• clear information on the aforementioned subject;
• respect for other people's opinions;
• helpfulness.

If the complaint cannot be dealt with within two weeks, the complainant will receive an acknowledgement of receipt within this period stating:

• date the letter was received:
• information about the handling (duration, procedure, contact person, etc.).