Complaints

You may complain about our communication, the handling of an intake or match, how personal data was used, accessibility of the website, or the conduct of someone acting for Shepherds Oud in a navigation or coordination role.

Complaints about a care facility's clinical care, admission decision, or contract should usually be raised with that provider first. We can help you understand next steps where appropriate, but we do not decide facility admissions.

Email care@shepherdsoud.nl with the subject line "Complaint", your name, the best way to reach you, and a clear description of what happened and what outcome you are seeking. Include any case reference if you have one.

If your complaint concerns personal data under GDPR, say so clearly so we can treat it as a data-protection request where needed.

We aim to acknowledge complaints within one business day and to provide a substantive response as soon as reasonably possible, usually within 14 days. Complex matters may take longer; we will tell you if more time is needed.

We review the facts, speak with relevant Care Guides or staff where appropriate, and explain our findings and any steps we will take.

If you are not satisfied with our response about personal data, you may lodge a complaint with the Dutch Data Protection Authority (Autoriteit Persoonsgegevens). Other sector or consumer bodies may also be available depending on the issue.