Complaints procedure

BUROVince complaints procedure

The management of Buiten de Kaders Training & Coaching is responsible for handling complaints.

Article 1

1.1. Complaints must be submitted in writing (by letter or e-mail) to the management of Buiten de Kaders Training & Coaching, Van Trigtstraat 194, 2597XB The Hague.

1.2. The complaint should be described in the best possible way. It should also be indicated what can be done outside the Training & Coaching Frameworks to remove the complaint.

1.3. Complaints submitted by telephone will also be dealt with. Depending on the content and seriousness of a complaint submitted by telephone, it will have to be confirmed in writing by the complainant.

1.4. The procedure laid down in these Regulations may be deviated from when dealing with complaints submitted by telephone.

Article 2 As soon
as the
complainant's complaint has been satisfactorily dealt with outside the Training & Coaching Frameworks, the obligation to follow these regulations lapses.

Article 3

3.1. Outside of the Training & Coaching Frameworks, the date of receipt shall be noted on the notice of complaint.

3.2. Outside the Training & Coaching Frameworks, the receipt of the complaint will be confirmed to the complainant as soon as possible.

3.3. The acknowledgement of receipt shall contain information on what the complaint handling involves.

3.4. A copy of the notice of complaint as well as the accompanying documents shall be sent to the person to whose conduct the complaint relates.

Article 4

4.1. Outside the Training & Coaching Frameworks, there is no obligation to deal with the complaint if the complaint relates to conduct about which a complaint has already been submitted and which has been dealt with according to this complaints procedure; which took place more than one year before the complaint was submitted; which is subject to the judgment of a court other than an administrative court by instituting proceedings; or which has been subject to the judgment of a court other than an administrative court; or

4.2. Outside the Training & Coaching Frameworks, there is no obligation to deal with the complaint if the interest of the complainant or the weight of the conduct is manifestly insufficient.

4.3. If the complaint is not dealt with, the complainant will be notified in writing as soon as possible, but no later than two weeks after receipt of the notice of complaint.

Article 5

5.1. If the complaint is dealt with outside the Training & Coaching Frameworks, it may, depending on the content and seriousness of the complaint, give the complainant and the person to whom the complaint relates the opportunity to be heard.

5.2. Outside the Training & Coaching Frameworks a hearing shall take place if required by law.

5.3. The hearing of the complainant may be waived if the complaint is manifestly unfounded or if the complainant has declared that he or she does not wish to exercise the right to be heard.

5.4. If, outside the Training & Coaching Frameworks, it refrains from the hearing, it will notify the complainant and the person to whose conduct the complaint relates, stating the reason.

Article 6

6.1. Outside the Training & Coaching Frameworks, the complainant and the person to whose conduct the complaint relates may be heard at a place, date and time to be determined by the complainant. To this end, a summons will be sent to the complainant and the person to whose conduct the complaint relates.

6.2. Notice of a hearing shall be given at least 10 days before the date on which the hearing is scheduled to take place.

6.3. In consultation with the complainant, it is possible to deviate from the ten-day period.

6.4. The notice shall state where and when the complainant and the person to whose conduct the complaint relates may inspect the documents in the file.

6.5. Upon request, both the complainant and the person to whose conduct the complaint relates can obtain copies of these documents free of charge.

Article 7

7.1. At the hearing, the complainant is given the opportunity to clarify his position.

7.2. The hearing shall be the subject of a report.

7.3. The complainant may be assisted
by one or more experts at his or her own expense during the hearing.

7.4. The report of the hearing is sent to the complainant and to the person
whose conduct is the subject of the complaint.

Article 8

8.1. Outside the Training & Coaching Frameworks, the complaint will be dealt with within four weeks after receipt of the complaint.

8.2. Outside the Training & Coaching Frameworks, the handling can be postponed for a maximum of four weeks. The complainant and the person to whose conduct the complaint relates will be notified of the adjournment in writing.

8.3. Outside the Training & Coaching Frameworks, we strive to deal with simple complaints within ten working days of receipt.

8.4. The costs incurred by the complainant in dealing with the complaint will continue to be borne by the complainant.

Article 9

9.1. After completion of the investigation an additional investigation may be undertaken, if, after the parties have made known their views, facts or circumstances, which may be of significant importance for the assessment of the complaint, come to light. Both the complainant and the person to whose conduct the complaint relates will be informed of this.

9.2. If the complainant or the person to whose conduct the complaint relates does not comply with Buiten de Kaders Training & Coaching's request to appear, provide information or otherwise cooperate in the investigation, Buiten de Kaders Training & Coaching will handle the complaint on the basis of the available data.

9.3 The complaint will always be treated confidentially.

Article 10

10.1. Outside the Training & Coaching Frameworks, the complainant and the person to whose conduct the complaint relates shall be informed in writing, stating the reasons, of the investigation and the findings of the investigation into the complaint, as well as any consequences it may have.

10.2. With this written notification, the complainant will be informed by Buiten de Kaders Training & Coaching of the possibility to request Mediation. If this does not lead to a solution, an independent lawyer will give a binding opinion. If the parties cannot agree on the appointment of an attorney at law as binding counsel, the appointment will be made by the Interim Injunction Judge of the District Court of The Hague at the request of the most reasonable party.

10.3 Outside the Frameworks, the NOBCO's code of ethics applies to the coaching programmes.

Article 11

11.1. These regulations can be cited as Complaints Regulations Outside the Training & Coaching
Frameworks.

11.2. These regulations shall enter into force on 21 March 2019.

Article 12

These regulations are available for inspection at Buiten de Kaders Training & Coaching and, if desired, a copy of these regulations can be provided free of charge.