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Complaints procedure Radboud in'to Languages

If you are not satisfied with our services, please let us know.  You can do so in the following ways:

Informal
Talk to the person causing the problem and attempt to find a satisfactory solution together.
Formal
You can start a formal procedure, i.e. lodge an official complaint.

Complaint
A complaint is generally defined as ‘an expression of dissatisfaction': for example, you are dissatisfied with the behaviour of teachers or other staff, or with the quality of certain facilities.

You can lodge your complaints in two ways.

  1. Fill in the complaint form. You can submit this form online.
  2. Send an e-mail to our quality management officer, ms. S. Claessen (klachten@into.ru.nl) with the word ‘complaint' in the subject line.

Procedure

  1. All complaints are assigned a registration number.
  2. All complaints will be treated confidentially by the complaints committee, which consists of Director Sylvia van der Weerden, the manager of the section to which your complaint relates, the quality management officer and the head of operations.
  3. If you have lodged a complaint, we will send you confirmation of receipt of the complaint within two working days.
  4. If your complaint is deemed inadmissible, you will be informed about this no later than one week after the date of receipt of your complaint.
  5. An assessment of the complaint, including a possible solution, will be sent to you by e-mail within two weeks of the date of receipt of the complaint.
  6. You will receive written confirmation of the outcome of the complaints procedure and of any arrangements that have been made.
  7. If you do not agree with the ruling of the Complaints Committee, please refer to Radboud University's central complaint desk (only in Dutch).
  8. Only course participants with an integration obligation have the option to lodge a complaint with Blik op Werk’s integration arbitration committee (officially called the College Arbitrage Inburgeren) if they feel that Radboud in’to Languages has not done its utmost to resolve the original complaint. They can do so by phoning the Klachtenlijn at +31 (0)30 - 3030 645 or by sending an email to: klachten@ikwilinburgeren.nl

Our Translation & Editing department has a separate complaints procedure. If you have suggestions for improvement, if you are not satisfied with the services of this department, or if you wish to view their complaints procedure, please don’t hesitate to let us know by calling (+31)6-27821849 or by sending an e-mail to vertaalservice@into.ru.nl.