Complaints scheme

Dealing with complaints
Star Remedies B.V. values good contact with its customers and course participants. Satisfaction and the quality of our services are of paramount importance. Nevertheless, it may happen that something goes differently than expected. In that case, we would like to hear from you. We see a complaint as an opportunity to learn, improve and enhance the quality of our services.

A complaint can relate to any aspect of our service, such as:

• incorrect or incomplete information on the website, in leaflets, invoices or training materials;
• insufficient accessibility or communication problems;
• delayed or unclear services;
• Unfair treatment or an unprofessional experience.

1. Definitions
a. Complaint: Any expression of dissatisfaction with the services of Star Remedies B.V., made verbally or in writing, by or on behalf of the customer or participant, which can reasonably be regarded as such.
b. Complainant: the customer or participant (or their representative) who files a complaint.
c. Complaint procedure: The procedure used by Star Remedies B.V. for handling complaints.
d. Complaints procedure: this document, being the written representation of the complaints procedure used by Star Remedies B.V..
e. Complaints Committee: the independent committee or person to whom the handling of the complaint has been transferred; Mr L.G.R.M. van der Meulen. The complaints committee acts independently and impartially and has no direct involvement with the programme or the complaint.
f. Complaint registration form: An internal form used to implement and record the complaints procedure.

2. Submission and handling of the complaint
a. A complaint is submitted in writing to Star Remedies B.V. and contains at least: the name and address of the complainant, the date or period to which the complaint relates and as complete a description of the complaint as possible. The complaint must be signed. Filing a complaint is free of charge.
b. Within four (4) weeks, the complainant will receive a written acknowledgement of receipt. This will indicate the next steps, the expected time for processing and who sits on the complaints committee.
c. A complaint will in principle be dealt with within thirty (30) days, unless the nature of the complaint requires more time. In that case, the complainant will be informed in a timely manner, stating the adjusted deadline.
d. Upon receipt, Star Remedies B.V. will analyse the complaint for nature, seriousness and importance.
e. If necessary, the complainant will be given the opportunity to explain the complaint orally. A private meeting may be scheduled, during which the staff member or teacher concerned will also be given the opportunity to present a defence.
f. The decision of Star Remedies B.V. will be sent to the complainant in writing with reasons, preferably by registered mail or by e-mail with acknowledgement of receipt.
g. If the complaint is not satisfactorily resolved, the complainant may apply to the Independent Complaints Committee: Mr L.G.R.M. van der Meulen. The decision of this committee is binding on Star Remedies B.V.
h. If the complainant disagrees with the decision of the complaints committee, he/she may apply to the civil court.

3. Recording, confidentiality and evaluation
a. The complaints committee will evaluate the course of the procedure after its completion and record its findings in a report for the benefit of Star Remedies B.V.
b. Star Remedies B.V. records all formal complaints and their handling in an internal file.
c. Annual analysis of complaints received and recommendations are made to prevent recurrence and improve service quality.
d. Complaints and related documentation will be treated confidentially and in accordance with the General Data Protection Regulation (GDPR) for a period of two (2) years saved and then removed.

4. Method of handling

1. Immediate resolution
Simple, quickly resolvable complaints will be dealt with immediately. We ask you to report any complaints as soon as possible through the usual channels (verbal, telephone or e-mail). The sooner we are informed, the faster we can act.

2. Conciliation / mediation
If immediate settlement is not possible, we try to reach a solution by mutual agreement. The employee or teacher concerned, together with the co-owner of Star Remedies B.V., discusses the situation with the complainant. During this discussion, a mutually acceptable solution is sought.
If agreement is reached, this will be recorded in writing and confirmed by both parties. If mediation does not lead to a satisfactory result, the complaint is transferred in writing to the Complaints Committee.

3. Formal complaints procedure
If previous steps have not led to a solution, the complainant can file a formal complaint. The complaints committee handles the complaint independently, impartially and confidentially.
The decision of the complaints committee is binding on Star Remedies B.V. and will be communicated to the complainant in writing.

Contact
Star Remedies B.V.
Attn: Complaints Committee
Sloterweg 150
1171 CV Badhoevedorp
E-mail: [email protected]

This complaints procedure forms part of Star Remedies B.V.'s General Terms and Conditions of Training and meets the requirements of the Central Register for Short Professional Education (CRKBO).
Version: January 2026