Complaints procedure

Version: September 2026

In short

Who this procedure is for

For everyone who receives or received support from Youth Turn: young people, parents and adult clients. Are you younger than 18? Then you may complain yourself, without your parents' permission. You may also complain on behalf of someone else: as a parent (also without custody), guardian, foster parent, legal representative or surviving relative. Complaining to Youth Turn is free of charge and it will never work against you: we will not stop your support and we will not treat you differently.

What you can complain about

About anything to do with our support. For example: how a support worker treats you, agreements that are not kept, the quality of the support or the daytime activities, a decision about your support, or the way we handle your data.

How it works

1. Start with your support worker

   Say what is not going well. Often one conversation already solves a lot. Do you find that difficult? Then ask the care coordinator for a meeting. You may always bring someone you trust, including someone who translates for you.

2. Cannot work it out together? Make a complaint to us

   You may also do this straight away; you do not have to do step 1 first. Email klachten@youthturn.nl or send a letter to Youth Turn, Splinterlaan 156A, 2352 SM Leiderdorp. Write down what happened, when, and what you would like. You will get a confirmation within 5 working days. Your complaint is never handled by the person you are complaining about.

3. Would you rather have someone from outside Youth Turn? That is always possible

   The independent complaints officer of Klachtenportaal Zorg does not work for us: he or she listens, gives advice, helps you put the complaint on paper and mediates between you and us. Free of charge. Call 0228 - 32 22 05 (working days from 9:00 to 12:00) or see klachtenportaalzorg.nl. Do you receive youth support? Then the confidential counsellor of Jeugdstem helps you too, free of charge.

4. Our answer: within 6 weeks

   You will get a letter or an email with our answer. In the law this is called the oordeel (the formal judgement). It says what we think of the complaint, what we are going to do and how you can take it further if you do not agree. Do we need more time? Then we will let you know before the end of those 6 weeks, with the reason. We may then take 4 weeks longer, once.

Still not resolved after that? Below you can see, for each law, which independent committee can then assess your complaint.

Cannot work it out with us?

What is possible then depends on the law your support falls under. Do you not know which one? Call us and we will look it up for you.

Do you or your child receive youth support (including extended youth support up to the age of 23)?

Then you can put your complaint to the independent Jeugd complaints committee of Klachtenportaal Zorg. You may also do that straight away, without complaining to us first. The committee does not work for Youth Turn, hears you and us, and gives a written judgement within 12 weeks. Within 4 weeks after that, we let you know what we will do with it. The judgement is an advice: the committee cannot award compensation. This costs you nothing. The confidential counsellor of Jeugdstem helps you free of charge with this too.

Do you receive Wmo support or daytime activities?

Then you can put your complaint to the independent Wmo complaints committee of Klachtenportaal Zorg. It gives a written judgement with advice to us within 8 weeks. This costs you nothing. Do you need help? Every municipality has free independent client support. Ask for it at your municipality or with us.

Please note: do you disagree with a decision by the municipality itself, for example about the number of hours? Then you lodge an objection with the municipality, usually within 6 weeks of the date of the letter. How that works is explained in that letter. Not sure? Call us.

Do you pay for your support or daytime activities with a pgb from the Wlz?

A pgb (personal care budget) is a budget with which you buy support yourself. The Wlz (the Dutch Long-Term Care Act) is the law for long-term care. Do you disagree with our answer, do we not reply in time, or can you really not raise your complaint with us, for example because it is about the management? Then you can go to the Geschillencommissie KPZ (the disputes committee). It is recognised by the Ministry of Health, Welfare and Sport (VWS) and does not work for us. The committee gives a ruling within 6 months. That ruling is binding: we have to keep to it, and so do you. The committee can decide that we must compensate your damages, up to € 25,000. You pay an amount to have your case handled (registration fee). If you are proved right in full or in part, you get that back. The amount and the conditions are on geschillencommissiekpz.nl.

What we do with your complaint

We handle your complaint confidentially. Only the people who deal with the complaint know about it. We record your complaint in our quality system, separately from your care file, and we keep the complaint file for 2 years after it is closed. What we learn from complaints we keep longer, without names. That is how we improve our support.

Is your complaint about your data? Then you can also go to the Autoriteit Persoonsgegevens (the Dutch data protection authority). You can read how we handle your data in our privacy statement.