Kickstart's General Conditions and Complaints Procedure
Kickstart School General Terms & Conditions & Code of Conduct
Kickstart School is a member of the Dutch Council for Training and Education (NRTO), the branch organisation for private training providers in the Netherlands. As an NRTO member, we follow the NRTO General Terms and Conditions and Code of Conduct — both for private individuals and for business clients.
NRTO members hold themselves to high standards of quality, expertise and reliability. The Code of Conduct promotes socially responsible business practices and applies not only to NRTO members themselves, but also to any subcontractors and partners supplying services on their behalf.
In addition to the NRTO General Terms and Conditions, Kickstart School has established supplementary conditions that apply specifically to our courses and services. These cover practical matters such as minimum group sizes, cancellation policies, and payment arrangements.
All relevant documents (both in English and Dutch) are available via the links below:
Kickstart School Complaints Procedure
Kickstart School aims to provide optimal service. Should you not be fully satisfied with any of the services provided by Kickstart School, however, please let us know.
Discuss the problem
Before using the complaints procedure, we advise you to first discuss the problem with those directly involved. If your complaint involves the course content, for instance, this should be discussed with the lecturer. If you would like to change to another group, contact your lecturer or the secretariat. In many cases, a solution will not be far away.
Cancellation procedure
We would also like to bring our cancellation procedure to your attention. Anyone who takes one of our courses agrees in advance to the cancellation procedure, which stipulates how we handle reimbursement of course fees. Only in instances where Kickstart School has demonstrably failed to provide the necessary service, is it possible to have part or all the course fee reimbursed.
Procedure
- Should you have a complaint, please set it out in detail in a letter or e-mail, sent stating complaint.
- Send your complaint by mail to: Kickstart School t.a.v. Josien Deknatel, Koninginnegracht 62 2514 AG, Den Haag, or send an email to [email protected], stating ‘complaint’ in both cases.
- Within a week of receipt, you will receive confirmation of receipt of your complaint.
- Your complaint will be dealt with by the complaints committee, comprising the director and an independent teacher of the section relevant to your complaint.
- Any complaints will be dealt with in a confidential manner.
- You may perhaps be invited to further explain your complaint in person and to discuss possible solutions.
- You will receive an answer to your complaint within 4 weeks.
- In the event that the above procedures do not produce a satisfactory resolution to the situation, our local legal counsellor, Mr Hans van Ginkel ([email protected]), will be consulted, in order to come to a mutually agreed-upon solution.
- The resolution reached by the aforementioned legal counsellor will be considered as binding. Kickstart School will follow up on any suggested measures.
The complaint
To ensure we have a fair idea of your complaint, please include the following in your letter or email:
- Personal details: name, address, telephone number and e-mail address.
- The service you are complaining about, providing as many details as possible (such as the course code, name of the lecturer, when the course took place, etc.).
- The nature of the complaint (what were your expectations, which expectations were not met).
- The steps you have taken to resolve the complaint and how this went (for instance by contacting the lecturer or secretariat).