Complaints procedure

You may have a complaint. Filing a complaint is as follows.

Article 1 Definition
A complaint is a written statement from an institution, organization, company, or person, addressed to the management of the Youth Fund for Sports & Culture or to the coordinator of one of the local funds, in which they express their complaint about the policy or conduct of the fund in question.

Article 2 Purpose
The purpose of this procedure is to establish a general approach for handling all complaints received by the Youth Fund for Sports and Culture.

Article 3 Registration
The Youth Fund for Sports & Culture records the following information for each complaint on a complaint form:

• date on which complaint is received;
• by whom the complaint was received;
• in what way the complaint comes in;
• name, address details, telephone number(s), email address of the complainant;
• complainant's relationship with the fund;
• type and description of the complaint;
• description of the action to be taken by the Youth Fund for Sports & Culture and the date of final completion.

Article 4 Settlement
The complaint will be answered in writing as soon as possible, but in any case within three weeks.
If the complaint cannot be handled or answered within three weeks, the Youth Fund for Sports & Culture will send the complainant an acknowledgement of receipt within this period and specify a reasonable period within which an answer can be expected.
Complaints about local funds are forwarded by the Youth Fund for Sports & Culture and handled by the local fund in question.

Article 5 Appeal
If the complainant indicates that he or she is not satisfied with the response to his or her complaint, the complaint will be passed on to the board of the fund concerned.
The board will handle the complaint further by at least contacting the complainant by telephone and, depending on the findings, either inviting the complainant for a meeting or dealing with the complaint further in writing.

Article 6 Evaluation
At least twice a year, an overview is compiled of the nature and extent of complaints. Where necessary, the director or coordinator will take measures based on this overview to prevent new complaints. The board will be informed of the overview and the measures taken as a result.

If you would like to file a complaint after reading this complaints procedure, please email your complaint to the coordinator of the local fund in question, email info@jeugdfondssportencultuur.nl, or send a letter to the Jeugdfonds Sport & Cultuur (Youth Fund for Sports & Culture), Attn: Management, Vliegtuigstraat 6F, 1059 CL Amsterdam.

If your complaint concerns a local fund, please clearly state the name of the local fund.