External complaints procedure Next Nature

1. General

This complaints procedure provides for the handling of complaints from various Next Nature relations, including:

  • Visitors
  • Leden
  • Suppliers
  • Business relations
  • Grant providers
  • sponsors
  • Partners
  • Job applicants

This policy does not apply to complaints from Next Nature employees (volunteers, colleagues, and interns). They may report their complaints to their manager or confidential advisor.

Complaints are a valuable source of information for Next Nature and are used to improve our services.

2. Objectives

This complaints procedure has the following objectives:

  • Doing justice to the complaints of our business relations
  • Responding better to the needs of our business relations
  • Gaining insight into areas of focus for Next Nature's service
  • Improving the quality of our services wherever possible
  • Providing information to the MT, the director and the Supervisory Board about the number, type and severity of complaints
  • Comply with the established (CBF) standards

3. Definition of a complaint

A complaint is considered to be any expression of dissatisfaction with the actions, or lack thereof, of Next Nature.

4. Accepting and registering the complaint

All complaints will, if possible, be dealt with immediately and within five working days at the latest by the designated person at Next Nature.
Complaints are recorded with the following details of the person reporting the complaint:

  • Name
  • Address
  • Telephone number
  • Email address 

Ways to report a complaint:

  • Oral
    • Telephone number: 040-250 4620
    • An employee will attempt to resolve the complaint verbally immediately. If consultation is necessary, the complainant will be called back. The expected feedback time will then be indicated immediately.
  • In writing
    • Complaints can be submitted via email office@nextnature.net or via the postal address Next Nature (Noord Brabantlaan 1A, 5652 LA Eindhoven) or via the contact page on the website.
    • The complainant will receive a formal response within two weeks of receipt. If the complaint cannot be resolved within this period, the complainant will receive confirmation of receipt with information about the further handling of the complaint (duration, procedure, contact person).

5. Handling a complaint

A complaint is considered resolved when:

  • The complainant has received a reply.
  • Next Nature has made every effort to deal with the complaint appropriately and prevent it from happening again.

If the complainant withdraws the complaint, it will not be processed further.

6. Internal organisation

  • At least once every quarter, an internal evaluation of the complaints submitted is carried out in order to:
    • Assessing the quality of the organisation
    • Identifying structural signals at an early stage
    • Improve communication with the target group
  • At least once a year, the MT, the director and the Supervisory Board shall be informed in writing of the number, type and severity of complaints.

The external complaints coordinator is responsible for coordinating and implementing the complaints policy.