A clear and accessible mechanism for submitting a complaint, enabling careful
assessment and organisational improvement.
The European Keto Foundation operates as a foundation with a public benefit purpose and attaches great importance to careful conduct, transparency, and respectful cooperation. Despite our efforts, dissatisfaction with certain aspects of our activities may occur. This complaints procedure provides a clear and accessible mechanism for submitting a complaint, enabling careful assessment and, where appropriate, organisational improvement.
A complaint may be submitted if dissatisfaction exists regarding the services, communication, or a decision or conduct of the European Keto Foundation or individuals acting on its behalf.
Complaints must be submitted in writing by email or via the contact form on the Foundation’s website.
The complaint must include the complainant's name, email address, a clear description of the complaint, the relevant date(s), and, where applicable, the persons involved.
Written acknowledgement will be provided within five working days.
The complaint will be handled carefully, objectively, and confidentially.
Assessment will be carried out by the designated complaints officer or committee.
A substantive written response will be provided within fourteen to twenty-one working days.
If additional time is required, the complainant will be informed accordingly.
The response will include a reasoned explanation and, where applicable, proposed measures.
All complaints and personal data are treated confidentially and processed in accordance with applicable data protection legislation, including the General Data Protection Regulation. Personal data will be used solely for the purpose of handling the complaint and will not be retained longer than necessary.
This complaints procedure is established to ensure transparency, due care, and trust within the European Keto Foundation and aligns with principles of good governance applicable to public benefit foundations.