Complaints procedure

FA Education VOF – Complaints Procedure

At FA Education VOF, quality and customer satisfaction are our top priorities. We strive to provide our participants with professional and valuable education. However, it may happen that you are not fully satisfied. In such cases, we warmly invite you to submit your complaint. We treat all complaints seriously and view them as an opportunity to improve our services.

 

1. Purpose of the Complaints Procedure

Deze klachtenregeling is bedoeld om op een zorgvuldige en transparante wijze klachten van cursisten, opdrachtgevers of andere betrokkenen te behandelen. De regeling voldoet aan de wettelijke eisen en waarborgt een eerlijke behandeling van uw klacht.

 

2. Submitting a Complaint

You may submit a complaint in writing or by email using the contact information below:

 

FA Education VOF
Maassingel 76
5751VP Deurne
Email: info@fa-edu-copy.stom.dev
Attn: Complaints Officer

Please include the following information with your complaint:

  • Your name and contact details
  • Date
  • Description of the complaint
  • Any relevant documents or evidence

3. Handling of the Complaint

  • You will receive a confirmation of receipt within 5 working days after we receive your complaint.
  • We aim to respond substantively within 10 working days. If more time is needed for investigation, we will inform you accordingly with an explanation and expected timeframe.
  • Your complaint will be handled confidentially by an independent complaints officer within FA Education VOF or by an external party appointed for this purpose.

4. Evaluation and Response

You will receive a written response containing:

  • The findings of the investigation
  • The position of FA Education VOF
  • Any proposed solution or measure

 

5. External Independent Third Party

If you do not agree with the outcome of our internal complaints procedure, you may refer your complaint to an external independent third party. FA Education VOF works with Monique Schreurs on behalf of Boels Zanders.
This third party will issue a binding decision, which FA Education will implement within two weeks.

 

6. Registration and Retention

All complaints are registered and retained for two years for quality assurance purposes. All information is handled confidentially and in accordance with applicable privacy legislation (GDPR).

 

Questions or wish to file a complaint? Please don’t hesitate to contact us.