Do you have a complaint?

We are committed to ensuring that our participants and clients are satisfied with our training programs and services. However, if something does not meet your expectations, we would like to hear from you.

We take all complaints seriously and handle them carefully and confidentially, with the aim of finding an appropriate resolution together.As we often have personal contact with participants before a training program begins, we place great importance on maintaining an open and personal approach. Our Facilitators and Academy Manager are therefore always available if you would like to discuss any concerns in person.

How does our complaints procedure work?

1. Contact us by email or telephone (or on the floor at our studio during your program)
   We prefer to discuss complaints directly with the Academy Manager and/or the Facilitator responsible for the relevant training program. In many cases, questions or concerns can be addressed quickly and informally.
2. Submit a formal complaint, if necessary
   If your concern cannot be resolved in this way, you may submit a formal complaint in writing by emailing [email protected]. Please briefly describe the nature of your complaint, when the matter occurred, and the outcome or resolution you would like us to consider.
3. We acknowledge and assess your complaint
   We will acknowledge receipt of your complaint and respond as soon as reasonably possible, and in any event within 10 working days. We will carefully review the matter and, where appropriate, consult the relevant people within DesignThinkers Academy.
4. You will receive our response and proposed resolution
   We will inform you of the outcome of our assessment and of any resolution or further steps we propose. If we require additional time to investigate your complaint, we will let you know and provide an indication of when you can expect a final response.
5. What if we cannot reach a resolution?
   If we are unable to resolve the matter together once our internal complaints procedure has been completed, you may refer the dispute to an independent dispute resolution body, such as the Disputes Committee (Geschillencommissie). DesignThinkers Academy will respect the decision of the competent dispute resolution body.

Important information

• All complaints are handled confidentially.
• Records relating to complaints are securely stored for a minimum of 4 years.
• You will receive an initial response within 10 working days.
• Further information about your rights and our terms and commitments can be found in our General Terms and Conditions and the NRTO Code of Conduct.
• Once our internal complaints procedure has been completed, you may, where applicable, refer the matter to De Geschillencommissie (Disputes Committee).