Complaint procedure

1. Purpose and premise

 

Academica University of Applied Sciences (hereinafter: Academica) strives to provide high quality education and services. Nevertheless, it may happen that you are not satisfied. This complaints procedure describes how you can submit a complaint and how it will be handled.

 

The basic principle is that complaints will be handled carefully, confidentially and within a reasonable period of time. Complaints are registered and used to improve the quality of education and services.

 

2. When can you file a complaint?

 

You can file a complaint about behaviors or actions of Academica or persons working under the responsibility of Academica, including:

• treatment or conduct by staff or students

• the quality of service provided by Academica

• organisational matters

• safety and social safety

 

These regulations do not apply to:

• objection to a study progress decision

• objection to an assessment or examination

• decisions to which the objection or appeal procedure in the OER applies.

In those cases you follow the procedure as included in the applicable OER.

 

3. First in conversation (informal route)

 

We recommend that you first discuss a complaint with a staff member involved, for example:

• the core lecturer

• the programme director

Many issues can be resolved by mutual agreement.

 

4. Filing a formal complaint

 

Do you want to file a formal complaint? Then submit it in writing to the Complaints Committee:

 

Email: klacht-geschil@academica-group.com

 

Include at least:

• your name

• the training in question

• a clear description of the complaint

• relevant dates and people involved

 

Receipt and handling

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

• The complaint will be registered and treated confidentially.

• You will receive a substantive response within 4 weeks.

• If more time is needed, you will be informed.

 

The actual handling will preferably not take longer than 20 working days, unless diligence requires a longer period.

 

5. Complaint handler

 

The Complaints Committee is responsible for handling and recording complaints.

 

All employees of Academica are required to:

• to report complaints they receive to the complaints committee

• to cooperate in a careful and timely settlement

 

6. Exceptions

 

A complaint will not be considered if:

• the conduct took place more than one year ago;

• the conduct in question is the subject of legal proceedings.

 

If a complaint is not taken up, the complainant will be informed of the reason for this.

 

7. Appeal

 

If a complainant disagrees with the decision in the complaint procedure, an appeal may be lodged with the competent director of Academica.

 

The admissibility of the appeal is subject to:

• a decision has been made under this grievance procedure;

• the appeal is substantiated and submitted in writing within a reasonable time after the decision.

 

The director serves as an independent appeal body in cases that fall under the operation of Academica's Terms and Conditions.

 

8. Confidentiality and communication.

 

During the handling of a complaint:

• those involved are expected to treat confidential information with care;

• unnecessary harm to individuals or organization is avoided;

• communication with the complainant shall be through the complaint handler or a designated representative.

 

Upon completion of the procedure, the duty of confidentiality expires, unless otherwise provided.

It is not permitted to disclose a complaint in such a way that the identity of those involved can be traced.

 

9. Legal basis

 

This complaints procedure is based on the General Terms and Conditions of Academica University of Applied Sciences, filed with the Amsterdam Chamber of Commerce.

 

The General Terms and Conditions can be consulted via:
academica-group.com/general-terms-and-conditions

 

Effective date: February 12, 2026
Thus adopted and agreed by board dated February 12, 2026