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Complain form

Read our complaints procedure below the form.

Complaints procedure

Article 1. Definitions and scope
  1. Organization: The MedGuide Holding B.V. or one of its affiliated subsidiaries.
  2. Complainant: The person who has a direct interest in the conduct of the organization.
  3. Conduct: The act or omission by the organization or its employees which leads to a complaint.
  4. Respondent: The organization against which a complaint has been filed by the complainant.
  5. Complaint: A written notice in which the complainant addresses the respondent regarding its conduct.
Article 2. Scope of application
This complaints procedure applies to the handling of Complaints concerning the conduct of the organization and its employees.
Article 3. Method of filing a complaint
  1. A complainant or their authorized representative shall submit a Complaint by letter, by e-mail to 'complaints@themedguidecompany.com', or via the complaint form on the organization's website.
  2. The Complaint shall contain at least the following information:
    • name, address, telephone number, and e-mail address of the Complainant
    • date of the Complaint
    • description of the Conduct being objected to
    • the grounds on which the Complainant objects
    • possible characteristics of the subject to which the Complaint relates.
  3. If the Complaint does not meet the requirements mentioned in Article 3.2, the director of the Organization shall inform the Complainant and invite the Complainant to rectify the omission within 2 weeks.
  4. If the Complainant does not rectify the omission within the period mentioned in Article 3.3, the Complaint will not be processed.
Article 4. Filing deadline for Complaint
The deadline for filing a Complaint is 6 weeks starting from the date on which the Complaint reasonably arose or the Complainant could have been aware of it.
Article 5. Free of charge handling
There are no costs associated with the handling of a Complaint.
Article 6. Acknowledgement of receipt of Complaint
The director of the Organization shall send an acknowledgement of receipt to the Complainant within 2 working days after receiving the Complaint. A copy of the Complaint may be provided to an executing party/supplier where applicable.
Article 7. Handling procedure
  1. The Complainant is requested to respond in writing to the e-mail sent by the Respondent (acknowledgement of receipt), supplemented if necessary with a representation of available information held by the Respondent regarding the Complaint in question.
  2. Information for clarification may be obtained orally or in writing by the Respondent from the Complainant and/or from involved third parties outside the Organization.
  3. The Complainant grants permission to the Respondent to gather information and, where applicable, grants third parties permission to provide the requested information to the Respondent.
Article 8. Decision
The director of the Organization shall take a decision on the settlement within 6 weeks after receiving the Complaint.
Article 9. Written notice of Complaint settlement
The Complainant will be informed in writing by the Respondent of the decision regarding the settlement of the Complaint, including a clear explanation and motivation.
Article 10. Product-related complaints about MedGuide
For Complaints relating to the functioning of the software product ‘MedGuide suite’, the following procedure applies in addition to the foregoing:

  1. The Complaint is recorded, regardless of the channel through which it is received, in the Organization’s central CRM system (HubSpot), stating the product version concerned.
  2. The Complaint is triaged to determine whether it is purely technical in nature or may entail a risk to patient safety (‘potentially safety-relevant’).
  3. Where triaged as ‘potentially safety-relevant’, the Complaint is, in addition to the usual handling via the 2nd-line support process, also escalated directly to the Organization’s Internal Auditor and/or Person Responsible for Regulatory Compliance (PRRC).
  4. If the Complaint may reasonably indicate a serious incident, the Organization’s internal vigilance procedure is initiated.
  5. This additional procedure does not affect the other articles of these complaints regulations, including the periods referred to in articles 4 and 8.

This document was last updated on September 3, 2026.