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Complaints scheme

Last updated: 2026-08-25

Do you have a complaint? Let us know

At Physical Studio, we do our utmost to treat and guide you as well as possible. Nevertheless, it may happen that you are not satisfied with your treatment, the way you were treated by one of our staff members, the organisation of the practice, or the handling of your appointments or invoices. We would like to hear about it. Your complaint helps us improve our care.

Physical Studio is affiliated with the Physiotherapy Complaints Scheme (Klachtenregeling Fysiotherapie) and the Physiotherapy Disputes Committee (Geschillencommissie Fysiotherapie) of the Royal Dutch Society for Physiotherapy (KNGF). In doing so, we comply with the Dutch Healthcare Quality, Complaints and Disputes Act (Wkkgz).

Step 1: Discuss your complaint with us

Most complaints arise from a misunderstanding or miscommunication and can be resolved quickly in an open conversation. We therefore ask you to first discuss your complaint with your treating physiotherapist. If you are unable to resolve it together, or if you would prefer to speak with someone else, you can contact the practice owner:

You can submit your complaint verbally or in writing. We always take your complaint seriously, handle your personal data with care, and aim to reach a solution together with you. You will receive a response from us within 3 working days.

Step 2: Support from an independent complaints officer

If we cannot resolve the matter together, or if you would rather not (or no longer) deal directly with the practice, you can make use, free of charge, of an independent complaints officer from the KNGF Physiotherapy Complaints Scheme.

The complaints officer:

  • listens to your story and gives you advice;
  • helps you, where necessary, to formulate and submit your complaint;
  • mediates between you and the practice in order to reach a solution.

You submit your complaint via the report form on www.defysiotherapeut.com (knowledge base › complaints scheme). Do you have questions or would you like information first? Then contact the secretariat of the Physiotherapy Complaints Scheme:

  • Telephone: 033 – 467 29 00
  • E-mail: klachtenregeling@kngf.nl
  • Post: KNGF, attn. Klachtenregeling Fysiotherapie, P.O. Box 248, 3800 AE Amersfoort, the Netherlands

After receiving your complaint, the secretariat checks whether the complaint can be processed. An independent complaints officer will then contact you. The practice is subsequently given six weeks to work with you, with the help of the complaints officer, to find a solution. This period may be extended by a maximum of four weeks if necessary. The complaint handling concludes with a written judgement from the practice regarding your complaint and any measures we will take as a result.

In practice, the vast majority of complaints are resolved satisfactorily during this stage.

Step 3: The Physiotherapy Disputes Committee

Are you not satisfied with the solution offered or with the way your complaint was handled? Then you can submit your complaint as a dispute to the Physiotherapy Disputes Committee. This is an independent committee consisting of a chair (a lawyer specialised in health law), a member representing patients, and a physiotherapist member.

The following conditions apply to submitting a dispute:

  • you must first have completed the complaints procedure (step 2);
  • you must submit the dispute within one year of receiving the practice's written judgement;
  • the event you are complaining about must not have taken place more than five years ago;
  • there is a fee for the handling of a dispute (complaint fee).

The Disputes Committee issues a binding decision. You can also ask the committee for compensation, up to a maximum of € 25,000. More information and the report form for disputes can be found at www.defysiotherapeut.com (knowledge base › physiotherapy disputes committee).

Serious complaints: disciplinary law

Does your complaint concern serious professional misconduct by a physiotherapist, for example a breach of the professional code of conduct? Then you can also file a complaint with the Regional Disciplinary Board for Healthcare (Regionaal Tuchtcollege voor de Gezondheidszorg, www.tuchtcollege-gezondheidszorg.nl). The disciplinary board can impose a measure on the physiotherapist, but does not award compensation.

More information