Complaints Procedure
31 Mar 2008
Nuffic attaches great importance to the way its clients are treated and to client satisfaction. But we are only human and mistakes can always happen. If you think you haven’t been treated correctly, we would like to be able to make every effort to put things right.
Often it just takes a telephone call to solve the problem, but if it doesn’t you might consider submitting a complaint. Nuffic’s complaints procedure explains how you can obtain satisfaction if you feel you have not been properly treated.
What kind of conduct can you complain about?
If you think we have not behaved correctly towards you, you can submit a complaint. Incorrect behaviour might be:
- a lack of courtesy or respect;
- failure to provide information you have requested or to provide it on time;
- failure to answer your letters or to answer them on time;
- failure to honour promises we have made;
- unwillingness to correct mistakes;
- carelessness with information or details you have provided to us.
Complaints which do not fall under the Procedure
You may only submit complaints relating to the conduct of Nuffic and its staff, not to Nuffic’s product or service content, such as decisions, credential evaluations or the award of fellowships. These are covered by separate procedures. And if the events you wish to complain about took place over a year ago, your complaint will not be processed.
How to submit a complaint
You can submit your complaint by post to Nuffic at:
PO Box 29777
2502 LT The Hague
Or complete the electronic complaints form on the website, giving:
- a clear description of the complaint;
- the name of the person and department concerned;
- the date on which the conduct in question took place;
- your name and address;
- your signature and date of signature (in the case of a complaint sent by post).
Try to be as clear and complete as possible in describing your complaint and the grounds on which it is based. This will help us deal with it as quickly as we can.
Processing of complaints
Your letter/form will be directly forwarded to the immediate superior of the person or persons who are the subject of your complaint. If this is a director of Nuffic, it will be dealt with by senior management. The person dealing with your complaint will confirm receipt as quickly as possible. If you wish, you may discuss your complaint either in person or on the phone. You can arrange this with the responsible staff member. A report will be drawn up of what you have said.
The member of staff who is the subject of your complaint will be given a copy of your complaint. He/she has the right to express his/her views on the matter.
The staff member dealing with the complaint advises senior management on how to settle the complaint. He/she sends them a report containing his/her findings and recommendations and the views of the complainant and relevant staff member.
Senior management then decides what should be done about the complaint and informs you and the staff member concerned in writing of the results of the inquiry, the decision taken and any conclusions attached to the decision. This will take place within ten weeks of receipt of the letter of complaint. This period may be extended by four weeks, but you will of course be informed of any extension.
Nuffic decides not to process the complaint
A complaint will not be processed if:
- an earlier complaint about the same conduct has already been dealt with;
- the complaint was submitted over a year after the conduct in question took place;
- the complaint relates not to conduct but to product or service content;
- it is clear that the conduct which is the subject of the complaint is insufficiently important or serious.
If Nuffic decides not to process your complaint, you will be informed of this decision and the grounds on which it is based in writing, within four weeks of receipt of your letter of complaint.
Registration of complaints
All complaints are registered, and your personal particulars are dealt with in the strictest confidence. Every year, senior management publishes a report on the number of complaints, their nature, the way in which they were settled and any recommendations arising from them.