Platform C complaint scheme

Platform C finds it very important that you are satisfied with the quality of our classes, courses and workshops. However, we understand that there may be situations where you are not satisfied with our services.

Your feedback is crucial to us. Should you have a complaint or wish to report inappropriate behavior by an instructor or fellow student, we encourage you to contact us at klachten@platform-c.nu. We make sure the complaint gets to the right person and is taken care of.

Procedure

1. When a complaint is received, it is automatically answered, including the procedure used.
2. The complaint will be forwarded to the appropriate manager or to the director for consideration.
3. If the complaint is directly related to tuition collection, the administration will pass the complaint directly to the financial administration.
4. The manager or director concerned, or an employee acting on their behalf, will contact the complainant by telephone within 5 working days to discuss the complaint and possible solutions.
5. The aim is to reach a satisfactory solution with the complainant within two weeks of receiving the complaint. If more than two weeks are required for a satisfactory response to the complainant, the complainant will be informed by the manager or director handling the complaint, or by the employee to whom the handling has been delegated.
6. The handling manager or director, or the employee to whom it is delegated, feedback the outcome of the settlement to the administration. The resolution of the complaint will be confirmed in writing.
7. The administration records the progress and resolution of the complaint according to an established format.