Complaints scheme

Dealing with complaints
C.I.N.T. Benelux Opleidingen B.V. values good contact with customers. Customer satisfaction is of paramount importance. By customers we mean training participants, etc. Things can sometimes go differently than expected. In that case, we would like to hear from you, the customer. We want to learn from our mistakes by listening and, possibly together with you, working to improve our services.

A complaint can relate to any aspect of our service.

Some examples:
> you find our information, such as the website, leaflets, explanatory notes, invoices or training content, incorrect or incomplete;
> you find our accessibility insufficient;
> you find our service is not fast enough;
> you feel you have not been treated correctly.

1. Definitions
a. Complaint; any reasonable expression of dissatisfaction, made orally or in writing, concerning the services provided by the lawyer, made known by or on behalf of the client.
b. Complainant; the customer or their representative who makes a complaint
c. Complaints procedure; the procedure used by C.I.N.T. Benelux Opleidingen for handling complaints.
d. Complaints procedure; this document, being the written representation of the complaints procedure used by C.I.N.T. Benelux Opleidingen
e. Complaints Committee; the independent committee and/or person, to whom the handling of the complaint has been transferred; Mr. L.G.R.M. van der Meulen.
f. Complaint registration form; a form to be used internally to implement the procedure set out in the complaints scheme

2. Submission and handling of the complaint
a. The complaint shall be submitted in writing by the client to C.I.N.T. Benelux Opleidingen BV. The document will at least include the name and address of the complainant, the date or period to which the complaint relates and as comprehensive a description as possible of the complaint. The complaint should be signed.
b. The complainant will receive written confirmation of receipt within 4 weeks. This will indicate the next steps, the deadline, the course of action and who sits on the complaints committee.
c. A complaint will in principle be dealt with within 30 days, unless treatment takes longer.
d. After receiving the complaint, C.I.N.T. Benelux Opleidingen BV will analyse the complaint for its severity and importance.
e. If necessary, C.I.N.T. Benelux Opleidingen BV will give the complainant the opportunity to explain the complaint orally in private. It will schedule an oral hearing for this purpose if appropriate. The committee will also give the defendant the opportunity to orally defend the complaint in private.
f. The decision of C.I.N.T. Benelux Opleidingen BV will be motivated in writing and sent by registered mail to the complainant.
g. If the complaint is not resolved to your satisfaction, you have the option of submitting it to the independent complaints committee; Mr. L.G.R.M. van der Meulen.

3. Registration
a. The committee evaluates the course of the procedure and records its findings in a document for the benefit of C.I.N.T. Benelux Opleidingen B.V..
b. C.I.N.T. Benelux Opleidingen B.V. records formal complaints and evaluations of the complaints procedure.
c. C.I.N.T. Benelux Opleidingen B.V. processes the data and makes an annual analysis. This includes recommendations to prevent new complaints as well as to improve the quality of service.
d. Complaints and how they are handled are recorded and kept for the duration of 2 years.

We distinguish three ways of working when dealing with complaints:

1. Immediate resolution
Simple and quickly solvable complaints are dealt with immediately. If you have a complaint, you should make it known to us as soon as possible. The sooner we know, the sooner we can resolve it. For this, you can use the usual channels: verbal, telephone and e-mail.

2. Conciliation, mediation
In the first instance, we will try to sit down with you and the person from C.I.N.T. Benelux Opleidingen B.V. you are in contact with and, in a good conversation, find out what the complaint is, what is causing it and what possibilities there may be to resolve it.

Many problems can be solved in a good conversation. Report your complaint to your contact person of C.I.N.T. Benelux Opleidingen B.V.. In handling your complaint, the co-owner of C.I.N.T. Benelux Opleidingen B.V. is always involved. They will arrange a situation where those involved sit down for a proper conversation. The aim of the conversation is for the complainant and defendant to come to a proposal for resolution together. If both parties agree to this proposal, the mediation has been successful. The proposal and agreement are fed back in writing to the parties involved. The proposal and agreement are also archived.

If the mediation has not been successful, C.I.N.T. Benelux Opleidingen B.V. will report this in writing to the complaints committee. This will include information on the views of the parties involved.

3. Complaints scheme
If the above is not sufficient, you can file a formal complaint. The complaints procedure will then take effect. The complaint will be submitted to the independent complaints committee. You can submit a complaint to us verbally, by phone, in writing (via mail, fax or post).

For the purpose of the complaints procedure, C.I.N.T. Benelux Opleidingen B.V. has established a complaints committee. The complaints committee consists of independent third parties. Complaints of clients are treated confidentially. The decision of the complaints committee is binding for C.I.N.T. Benelux Opleidingen B.V.