Complaints Procedure

Project Possible places great value on careful, professional guidance. Even so, there may be a moment when you are dissatisfied with something. As a coach affiliated with the NOBCO and certified NOBCO/EIA, Lotte van Dam works in accordance with the professional code and the Complaints Regulations of the NOBCO (Netherlands Order of Professional Coaches). This complaints procedure describes how you can submit a complaint and how it is handled.

Step 1 — Talk it through

First discuss your complaint directly with Lotte van Dam. An open conversation often resolves the matter. You can get in touch at lvandam@projectpossible.nl.

Step 2 — Written complaint

If we cannot resolve it together, you can submit your complaint in writing to lvandam@projectpossible.nl. Describe as specifically as possible what the complaint concerns. You will receive a substantive response within fourteen days.

Step 3 — Independent handling by the NOBCO

If this does not lead to a satisfactory resolution, you can submit your complaint free of charge to the NOBCO Complaints Committee (Commissie Klachtbehandeling). Handling takes place exclusively in writing via ckb@nobco.nl and generally takes three to four months. The committee assesses whether the coach acted as may be expected of a reasonably competent coach, against the International Ethics Code.

The committee may declare a complaint inadmissible, unfounded, or (partly) founded. Where a complaint is founded, it may impose a measure: a reprimand, a temporary suspension of the coach's rights within the NOBCO, or permanent termination of NOBCO membership.

Step 4 — Appeal

If you disagree with the ruling, you can appeal within four weeks to the Appeals Committee (Commissie van Beroep). An appeal carries a fee of € 100 (excluding VAT). The ruling of the Appeals Committee is binding and offers no further possibility of objection.