1. Aim of the Students Complaint Procedure
Ironhack Netherlands B.V. is committed to providing a quality service. One of the ways in which we can continue to improve our service is by listening and responding to the views of Students, and in particular by dealing with their complaints about our services, facilities and staff.
Therefore we aim to ensure that:
making a complaint is as easy as possible
we welcome compliments, feedback and suggestions
we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
we deal with it promptly, politely and confidentially
we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures
2. Complaints
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.
3. Responsibilities
Ironhack Netherlands B.V. is responsible for:
Acknowledge the formal complaint in writing or verbally;
Respond within a reasonable period of time. When possible, within two weeks or the time left within the course program. The maximum amount of time it will take us to process a complaint is four weeks;
If more time is needed to investigate the complaint, inform the complainant in writing within these four weeks, explaining the reason for the delay and giving an expected date for a decision;
Deal reasonably and sensitively with the complaint; and
Take action where appropriate.
A complainant is responsible for:
Bring their official complaint to the attention of the Program Manager, Julie Nonnenmacher;
Explain the problem as clearly and as fully as possible;
Allow Ironhack Netherlands B.V. a reasonable time to deal with the complaint (a maximum of four weeks, unless the complainant has been informed of a delay as described above).
4. Confidentiality
Every complaint is handled confidentially. Except in exceptional circumstances, every attempt will be made to ensure that the complainant and Ironhack Netherlands B.V. maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality. Should this be the case, the situation will be explained to the complainant.
5. Complaints Procedure
All complaints and the way they were handled are registered in a complaint register kept by the General Manager. Complaints are kept for two years after the complaint has been closed.
Stage 1
The formal complaint must be addressed to the Program Manager, Julie Nonnenmacher. A formal complaint can be made either verbally or in writing. If in writing the attached form should be used. If verbally, a statement should be taken by the Program Manager.
The Program Manager will investigate the complaint. When necessary, the conclusions reached should be discussed with the General Manager and any possible staff member involved.
The Program Manager will try to solve the complaint. If this is not possible, the Program Manager will refer the complaint to the General Manager.
Stage 2
Based on the investigations made in Stage 1, and additional investigation when necessary, the General Manager, Eric Lein, will try to resolve the complaint. If this is not possible, the complainant can refer the complaint to De Geschillencommissie.
Stage 3
When the previous stages failed to solve the complaint, the complaint can be referred to De Geschillencommissie (Geschillencommissie Algemeen), with which Ironhack Netherlands B.V. is affiliated (relation number 13902).
The verdict of De Geschillencommissie will in all cases be binding for Ironhack Netherlands B.V. Ironhack Netherlands B.V. will carry out any consequences of the verdict within the term set in the verdict.
This is without prejudice to the Courts and Tribunals that, in accordance with Dutch law, are competent to resolve any conflict or discrepancy regarding the contracted services.