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Complaint

We always do our best to provide you with the very best care. However, it may happen that you are not satisfied. We would like to hear from you. On this page you can read what you can do if you have a complaint. And how we deal with your complaint.

Finding a solution together

Are you not satisfied with the care you receive? Then we ask you to first discuss this with the colleague from whom you receive care or support. This way you can find a solution together and make clear agreements. This is often the fastest way.

Can't you work it out together? Read below:

  1. how to submit the complaint
  2. what we do with that complaint afterwards
  3. what our complaints committee does

Please let us know your complaint

You can submit your complaint to us in the following ways:

  • fill it in complaint form in
  • Send a letter to TWB, Attn: Complaints Committee, Reply Number 182, 4700 WB Roosendaal. A stamp is not required.

What do we do with your complaint?

If you file a complaint, the following steps follow:

  • We would like to inform you that we have received your complaint.
  • We will contact you within a few working days. This way you can tell us more about your complaint. And we will make agreements about what we will do with your complaint.
  • After this conversation you will receive an email or letter stating the agreements we have made together.

Of course we prefer to see satisfied clients. That is why we try to resolve your complaint as quickly as possible. Preferably within 2 weeks.

If we can't reach an agreement, your complaint will be forwarded to the complaints committee.

Regional Complaints Committee

Sometimes we are unable to resolve the matter together. For those situations, we are affiliated with the independent Regional Complaints Committee. This committee examines whether your complaint is justified. Subsequently, the Complaints Committee advises the Board of Directors on the best way to handle the complaint. You will receive a response from us approximately two months after your complaint has been received by our Complaints Committee.

Would you like to contact the Complaints Committee? You can do so by emailing: info@twb.nl. Please mention in your email that your message is for the Complaints Committee.

You can read all rules regarding complaints and how we handle them in the complaints regulations.