Complaints Procedure

Article 1 - Purpose and Scope

This complaints procedure aims to handle client complaints regarding the services provided by LiveLong B.V. in a careful and transparent manner. 

A complaint may concern any aspect of the services provided by LiveLong B.V., such as blood tests, health consultations, or communication with staff or physicians. 

This procedure applies to all clients of LiveLong B.V. and to all employees and partners involved in the delivery of services. 

LiveLong B.V. will inform clients of this complaints procedure prior to the start of service delivery, so they know how and where to file a complaint. 

Article 2 – Definitions

Complaint: Any expression of dissatisfaction by a client concerning the services of LiveLong B.V. 

Complainant: The client or their representative who submits a complaint. 

Complaints Officer: The person appointed by LiveLong B.V. to handle the complaint and support the complainant. The complaints officer can be reached via the contact details below. 

Client: The person using the services of LiveLong B.V. 

Article 3 - Submitting a complaint

A complaint can be submitted via email to LiveLong B.V.: 

Email: support@livelong.nl 

Conditions for submitting a complaint: 

  • The complaint must be submitted within three months of the event. 

  • The complaint must include at least: 

    • The name and contact details of the complainant. 

    • A clear description of the complaint. 

    • Any relevant documents or information. 

Article 4 - Complaint handling

Acknowledgement of receipt: LiveLong B.V. will confirm receipt of the complaint in writing within five working days. 

Initial assessment: The complaints officer may contact the complainant for further clarification. 

Internal evaluation: The complaints officer may request a statement from the staff involved and, if necessary, organize a mediation meeting between the complainant and the relevant staff member. 

Decision period: LiveLong B.V. aims to resolve the complaint within four weeks of receipt. If more time is needed, the complainant will be informed along with the expected timeframe. 

Article 5 - Outcome and Conclusion

After handling the complaint, the complainant will receive a written response including: 

  • A summary of findings. 

  • A possible resolution, action, or recommendation. 

If the complaint is satisfactorily resolved, this will be recorded in writing and signed by both the complainant and the complaints officer. 

Article 6 - Confidentiality

All parties involved in handling the complaint will treat the information provided with confidentiality. 

The complainant’s personal data will be used exclusively for the purpose of complaint handling and processed in accordance with the General Data Protection Regulation (GDPR). 

Article 7 – Registration and Quality Improvement

Complaints will be logged and categorized by topic (e.g., communication, medical services, billing). 

Article 8 – Final Provisions

This complaints procedure entered into force on 1 June 2025. 

In case of doubt or ambiguity, the Dutch version of this complaints procedure shall prevail. 

LiveLong B.V. reserves the right to amend this procedure. Any changes will be communicated to clients in advance. 

For any questions about this complaints procedure, please contact LiveLong at support@livelong.nl.