Complaints Procedure ICTRecht Academy

We believe it is very important that you, as our valued client, are satisfied with our services. This applies both to the content of our courses and training programmes and to how they are organised. We do everything we can to provide you with the best possible service. If, despite our efforts, you are not satisfied with something, please let us know!

We will discuss your complaint with you in a personal conversation to see whether we can resolve it or find a suitable solution. If your complaint has not been resolved after the conversation, or if you feel the issue does not lend itself to a conversation, you can submit a formal written complaint. We ask you to use our complaints form for this purpose.

Your complaint will be carefully reviewed and treated confidentially. We use complaints to evaluate and, where necessary, improve our services. This way, we strive to keep bringing out the best in ourselves!

Please note: do you have a complaint about an exam you have taken? In that case, the Education and Examination Regulations apply. These describe what to do if you have an exam-related complaint.

What happens with your complaint?

• You will receive an acknowledgement of receipt by email from the training coordinator within 7 working days of us receiving your complaint. This will also indicate who is handling your complaint (the case handler).
• The case handler will, where relevant, discuss the complaint with the staff member or trainer involved and will contact you if they need more information from you.
• We aim to resolve your complaint within 15 working days of our acknowledgement of receipt. This means you will receive a reasoned decision from the case handler by email within this period. If this is not enough time, we will inform you as soon as possible and let you know the revised timeframe.
• The details of the complaint and how it was handled are kept in our (digital) Complaints Register for two years.