COMPLAINTS PROCEDURE

Should you for any reason be dissatisfied with one of our learning activities or one of our other services, we understand that this may be annoying to you. Please let us know your complaint as soon as possible. For us, this is an opportunity to improve the quality of our services. Please make your complaint known to the relevant contact person within Wildebock Learning BV. 

Written complaint

If, after this conversation, you are not (yet) satisfied, the problem has not been resolved, or if the complaint does not lend itself for a personal conversation or if you are still concerned as to whether something will happen with your complaint, you can start the formal written procedure. You have two months to submit your complaint from the moment your complaint arises. You can address your complaint to the chairman of the complaints committee:

Mevr. I. Meuwsen, chairman of the complaints committee Wildebock Learning BV

Wildebock Learning BV
Prinsenweg 43
3862 PV Nijkerk
info@wildebocklearning.com

All formal complaints are treated confidentially. You will receive a confirmation of receipt of your complaint from us within eight days of submission. You will then receive a message from us within three weeks with our estimated processing time. Further information will be obtained internally from the (external) employee (s) who was responsible for your case or matters up to the time of the complaint. 

The Learning Manager and Resources Manager then assess all information and consider your arguments. Based on their assessment of your complaint, they will inform you in writing about their position and provide arguments as to why they have come to this position. 

Wildebock Learning BV  will make every effort to deal with your complaint within two months of receipt. If you agree with the response to the complaint, you must let us know in writing within two weeks after receiving the response. If Wildebock Learning BV does not hear from you within two weeks, it is deemed that you declare that you agree with the company's decision and your complaint has been dealt with.

Wildebock Learning BV ensures that your complaint is correctly registered in the company's complaints administration. It contains the following information:

·        Name, address and place of residence
·        The complaint 
·        A further description of your complaint and what do you want to achieve with the complaint?
·        The date of submission of your complaint
·        The name of the employee who handles or manages the matter or matters to which your complaint relates
·        The training or course or other service
·        The correspondence about the complaint
·        The status of the complaint (pending / handled)
·        The date and method of handling the complaint and the final assessment of the complaint (well-founded / unfounded)

The administration of your complaint will be kept for two years after it has been processed. During the handling of your complaint, but also afterwards, you can request your data from the complaints administration.

Appeals committee

If your complaint is declared unfounded and you do not agree or if you disagree with the proposed solution, you can contact Ir. Jos Konickx (independent third party).

 You can address your objection to:

Wildebock Learning BV
Appeals committee
Prinsenweg 43
3862 PV Nijkerk
info@wildebocklearning.com

The appeals committee usually takes a decision within two months of receiving your objection. If this is not possible, you will be notified in writing and you will be informed of the period within which the decision will be taken. The judgment of the appeals committee is binding on Wildebock Learning BV.

The above procedure does not exclude that you can apply to a civil court.