Lifeguard is committed to delivering high-quality service. If you are dissatisfied with any aspect of our services, we encourage you to first reach out to your Lifeguard contact person.

If you wish to file a formal complaint, Lifeguard has a clear complaints procedure in place to ensure your concern is addressed properly. We value complaints as opportunities to learn and improve our services for both clients and participants.

1. Submitting a complaint

You may submit your complaint in writing by emailing info@lifeguard.nl or by sending a letter to: Lifeguard, Newtonlaan 285, 3584 BH, Utrecht, attn: Management.

Written complaints help us avoid any misinterpretations. You may also submit your complaint via the contact form on our website. You will receive confirmation of receipt within three working days.

2. Complaint handling

Your complaint will be reviewed by the designated complaint coordinator, who may contact you for further clarification. The coordinator will also consult any relevant Lifeguard staff involved in the issue.

3. Resolution

Based on the gathered information, the complaint coordinator will make a determination.
If the complaint is (partially) upheld, Lifeguard will outline the corrective actions to be taken. If the complaint is (partially) not upheld, a clear explanation will be provided. You will receive written confirmation of the decision.

4. Disagree with the outcome?

If you do not agree with the resolution, you may submit a written objection to Lifeguard’s management within one month of receiving the decision. You will be invited to present your case in person. A final written response will be provided within one month following the meeting. You may also contact the management directly if you are dissatisfied with the way your complaint was handled.

5. Exceptions

 

The following situations are not covered under this complaints procedure:

• Dissatisfaction with advice provided by an occupational physician or related specialists. In such cases, you may request a third-party assessment (so-called “expert judgment”) from the Dutch Employee Insurance Agency (UWV).

• Claims related to financial damages you believe to have suffered due to Lifeguard’s actions. In that case, please send a liability notice to info@lifeguard.nl

• Questions or comments about an invoice? Please contact financien@lifeguard.nl

Lifeguard Health Services BV, Newtonlaan 285, 3584BH, Utrecht