Complaints Procedure

Submitting a complaint

A formal complaint can be submitted by email or in writing by post to X-treme Smile®, for the attention of J. Hoff (Complaints Officer).

Please preferably include the following information in your complaint:

• your name and contact details;
• the relevant order number or training course, where applicable;
• the date on which the situation occurred;
• a clear description of your complaint;
• any relevant documents, photographs or other information;
• the solution you would like to see.

We ask you to submit your complaint as soon as possible after the matter giving rise to the complaint has occurred or been discovered.

Receipt and handling

We normally confirm receipt of a complaint by email within 48 hours.

The complaint will be taken into consideration as soon as possible and no later than five working days after receipt.

All complaints are treated confidentially. Personal data and other information contained in the complaint file are used only insofar as this is necessary to handle the complaint and are processed in accordance with our privacy policy and the General Data Protection Regulation (GDPR).

Our aim is to provide a reasoned written resolution within 14 calendar days after receipt of the complaint.

If more time is required for a careful assessment, we will inform you within this period. We will explain the reason for the delay and indicate the period within which we expect to continue or complete the handling of the complaint.

The complainant must provide all information that can reasonably be considered necessary for the proper handling of the complaint.

Complaint handling procedure

Depending on the nature of the complaint, the Complaints Officer may:

• review the complaint and the associated file;
• contact the complainant for further clarification;
• hear the employee, trainer or other person involved;
• collect additional information;
• consult experts or third parties where necessary;
• assess the available information and positions of those involved;
• formulate a reasoned decision;
• inform the complainant in writing of the decision and any proposed solution;
• include relevant correspondence in the complaint file.

Where appropriate for the handling of the complaint, we may contact you after our written response to explain the decision and answer any further questions.

If the complainant accepts the solution offered, the complaint will be recorded as resolved and the file will be closed.

If the complaint cannot be resolved satisfactorily, independent mediation or dispute resolution may be available depending on the nature of the complaint, the status of the complainant and the scope of the applicable procedure.

Independent mediation through WebwinkelKeur

X-treme Smile® is a member of WebwinkelKeur.

Consumer disputes that qualify for handling under the terms and conditions applicable at that time may be submitted through the X-treme Smile® member page at WebwinkelKeur.

After a dispute has been submitted, the current WebwinkelKeur procedure first gives X-treme Smile® an opportunity to resolve the matter directly. If this does not lead to a solution, the consumer may choose independent mediation within the WebwinkelKeur procedure.

Under the current procedure, WebwinkelKeur does not mediate disputes between two business parties. A business complaint will of course still be handled fully in accordance with our own complaints procedure.

A qualifying consumer dispute can be submitted through the X-treme Smile® member page at WebwinkelKeur .

The terms, deadlines, scope and procedure of WebwinkelKeur that apply at the time the dispute is submitted shall always apply to mediation.

DigiDispuut Dispute Committee

If a dispute cannot be resolved between the parties, it may – insofar as the dispute falls within the scope applicable at that time and the other applicable conditions are met – be possible to submit the dispute to the independent dispute committee of Stichting DigiDispuut.

DigiDispuut handles disputes in accordance with the principle that both parties are given an opportunity to present their position. Where the parties have validly opted for dispute resolution by DigiDispuut and the applicable requirements have been met, the dispute committee may issue a binding decision.

DigiDispuut itself determines, on the basis of its current Rules of Procedure, whether a dispute falls within its jurisdiction and scope.

A reference to DigiDispuut on this page therefore does not automatically create a right to have a dispute heard by DigiDispuut.

Within the limits of its Rules of Procedure, the dispute committee may also make a decision concerning procedural costs.

Records and retention period

All formally submitted complaints, the manner in which they were handled, the outcome and the relevant associated correspondence are recorded.

Complaint files are in principle retained for twelve months after the complaint has been concluded. Where a longer retention period is necessary due to an ongoing dispute, a legal obligation or for the establishment, exercise or substantiation of a legal claim, the file may be retained for a longer period.

Complaint files are treated confidentially and are accessible only to persons involved in handling the complaint or its administrative processing.

Final provisions

This complaints procedure is publicly available on the X-treme Smile® website.

This complaints procedure is a practical arrangement for submitting and handling complaints. It does not amend or replace any rights and obligations arising from the applicable Agreement, the General Terms and Conditions or mandatory applicable law.

For additional information concerning orders, payment, delivery, warranty, returns, privacy and other rights and obligations, please refer to the pages below.