Complaints procedure

The step-by-step plan

1. 1

   Turnaround: same working day, no later than 5 working days

   Contact us right away

   Do you have a complaint about a training, service or staff member at Liplyn Academy? Discuss it first with your training advisor or trainer. Often we can resolve it together quickly. If not, file a formal complaint via step 2.

2. 2

   Confirmation: within 5 working days

   Submit your complaint in writing

   Send your complaint by email to Academy@Liplyn.com or by post to Liplyn Academy, attn. Complaints Committee. Include at least:

   • Your name, address and contact details
   • The name of the training or service
   • A clear description of the complaint
   • Any relevant attachments or correspondence

   You will receive a written confirmation of receipt within 5 working days.

3. 3

   Handling: within 4 weeks

   Assessment and substantive response

   An independent complaints handler reviews your complaint and gathers the facts. We aim to resolve your complaint within 4 weeks. If special circumstances make that impossible, we will inform you in writing of the reason for delay and give a new period of up to 4 additional weeks.

4. 4

   Binding advice: within a reasonable period after submission

   No agreement? Disputes Committee

   If you are not satisfied with how we handle your complaint, you can submit the dispute to an independent body:

   • Consumers: the Disputes Committee for Private Educational Institutions, per article 16 of the NRTO General Terms for Consumers. The ruling is binding.
   • Business customers: besides the competent court, a complaint about compliance with the NRTO code of conduct can be filed with the Committee on Quality Enforcement via kwaliteitshandhaving@nrto.nl.