Complaints procedure

The Language & Training Centre (LTC) aims for optimal service provision. If you are nevertheless dissatisfied with one of the services of the Language & Training Centre, we would highly appreciate to be informed. Please take into account that we should be notified of any complaints regarding goods and/or services supplied to you in writing within 14 days of delivery,* stating the reasons, in the absence of which you will be deemed to have accepted the delivery and to have waived all contractual and/or statutory rights and authorisations available to you in that regard. The submission of a complaint does not prejudice the requirement to meet any payment obligations.

What do we regard as a complaint?

A complaint is deemed to be a written expression of dissatisfaction with a service or member of staff of the LTC.

Discussing problems

Before you make use of the complaints procedure, you are advised to discuss the problem with those concerned. For example, if you have a complaint about the content of your course, first discuss this with your lecturer. If you wish to change groups, discuss this with your lecturer and the Secretariat of the LTC. In many cases, a solution can be found right away.

Procedure 

If you have a complaint, you can notify this by sending a letter or an e-mail, citing ‘Complaint’.

You can send your complaint to:

letter

email

Ms. M.J.H. Menten
Language & Training Centre EUR
Room E1 28
PO Box 1738
3000 DR Rotterdam
menten@oos.eur.nl
  • You will receive confirmation of receipt of your complaint within 1 week of its receipt.
     
  • After its receipt, your complaint will be discussed by the Complaints Committee, which consists of the senior coordinator of the LTC and the coordinator of the language section to which your complaint relates.
     
  • If you have a complaint regarding the section coordinator, the Complaints Committee will consist of the senior coordinator and the coordinator of another section. If you have a complaint about the senior coordinator, the Complaints Committee will consist of the Director of Education and Student Affairs (E&S) (Ms. L.I.M. Jillissen) and the head of Student Facilities (Mr. J. Matthijsse). You can send these complaints to: secretariaat@oos.eur.nl
     
  • You may be invited to explain your complaint and to discuss a potential solution. If you follow the above procedure in submitting your complaint, your complaint will always be processed. You will receive a response within 20 days of the receipt of your complaint.
     
  • If the processing of a complaint requires more time than the fixed term, the complainant will be notified in writing within the fixed term of the reason for and potential duration of the postponement.
     
  • Complaints are handled in confidence.
     
  • Complaint files are kept for 12 months.

The complaint

In order to obtain a clear picture of your complaint, you are requested to include the following points in your letter or e-mail:

  1. Your personal details: name, address, telephone number and e-mail address.
     
  2. The service concerning which you have a complaint, in as much detail as possible
    (e.g. language course + level, name of lecturer, period of the course, etc.).
     
  3. The nature of the complaint (what you expected and which expectations have not been met).
     
  4. What you yourself have done to solve the problem and how this was followed up (e.g. talks
    with the lecturer or the Secretariat).
     
  5. Date
     
  6. Signature

Not satisfied? 

If, after your complaint has been handled by the Complaints Committee, you are not satisfied with the settlement of your complaint, you can submit an appeal to the Appeals Committee. Attach your complaint and the responses you received as an attachment and clearly describe the reasons why you are (still) dissatisfied. However, we hope that we can realise a solution with you at an earlier stage.

Appeals 

If you do not agree with the handling of your complaint, you can contact the Appeals Committee. An appeal against the handling of your complaint must be submitted to the Appeals Committee in writing within 14 days of the date of the reply of the LTC, stating the reasons, in the absence of which you will be deemed to have accepted the handling of the complaint and to have waived all contractual and/or statutory rights and authorisations available to you in that regard.

The Appeals Committee consists of:

  •  Ms. L.I.M. Jillissen,
  •   Mr. J. Matthijsse. 

The Appeals Committee will process the complaint and issue a decision within four weeks of the date of the receipt of the appeal. The decision of the Appeals Committee is binding on all parties.
If the processing of a complaint requires more time than the fixed term, the complainant will be notified in writing within the fixed term of the reason for and potential duration of the postponement.

You can send your appeal to:

per letter

by email

Appeals Committee, LTC/E&S complaints
E&S Secretariat
PO Box 1738
3000 DR Rotterdam
secretariaat@oos.eur.nl

Blik op Werk Arbitration Board 

If you are not satisfied with the handling of your complaint by the LTC, the Complaints Committee and the Appeals Committee of the Erasmus University Rotterdam, you can submit your complaint and its handling to the Blik Op Werk (BOW) Arbitration Board.

Contact BOW for this, via email info@blikopwerk.nl or via the following mailing address:

  • BOW Arbitration Board
    PO Box 2708
    3500 GS Utrecht.
     
  • Address: Churchilllaan 11, 3527 GV Utrecht.