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This is our complaint protocol. For full transparency, you can review here how we act in the situation that we receive a complaint.
While the study agreement and the course guide aim to provide a complete set of regulations and agreements, there can always be a point where the student encounters a difference of opinion, a problem or another type of disagreement that they feel they cannot resolve by themselves or with the teacher.
In such cases, it is important to know that any student has the possibility to file a formal complaint and work towards a satisfactory resolution.
Internal complaint procedure
Initially, complaints regarding the course will be handled by Daniella Visser on behalf of BGB Academy. Whether there is a disagreement about the contents of the course, the teaching method or a conflict of a personal nature, BGB Academy will address the complaint and do everything within its means to work towards a satisfactory resolution.
Complaints are to be sent to email@example.com, addressed to Daniella Visser. BGB Academy will respond to the complaint within a period that does not exceed 2 weeks. BGB Academy strives towards resolving the complaint within a period of 4 weeks. Should it not be possible to resolve the complaint within the standard 4-week period due to additional research being required, BGB Academy will inform the student of this in the initial response, and provide them with a new time schedule within which the complaint is to be resolved.
Note that complaints will be handled with confidentiality. BGB Academy and the student will discuss the way in which the complaint will be handled.
Should it not be possible for BGB Academy and the student to reach a satisfactory resolution of the complaint, there is the possibility to involve an independent mediator.
BGB Academy is registered with The Dutch Foundation for Consumer Complaints Boards (De Geschillencommissie). This independent mediator will evaluate the complaint and make a judgment based on all the available information. BGB Academy commits itself to accepting the judgment of the Foundation regardless of its outcome.
The Foundation handles complaints in Dutch, but the ECC (European Consumer Centre) in your own country can assist you in filing the complaint, and they will communicate with you in your own language.
You can view more information on the Foundation and how to file a complaint on their website: https://www.degeschillencommissie.nl/english/
BGB Academy will maintain a record of the initial complaint, its procedure and its resolution for a period of 12 months after the complaint has been resolved.