Klachtenprocedure

Complaint Procedure
While BGB Academy aims to provide clear information about its courses, exams and related procedures, there may be situations in which a student has a complaint, disagreement or concern that cannot be resolved directly with BGB Academy or the teacher.

In such cases, students have the right to submit a formal complaint. BGB Academy is committed to handling all complaints fairly, confidentially and within a reasonable timeframe.

Internal complaint procedure
In the first instance, complaints will be handled by Denise van Wanrooij on behalf of BGB Academy. Complaints may relate to, for example, a course, examinations, teaching methods, communication or personal conduct. BGB Academy will investigate every complaint carefully and make every effort to reach a satisfactory solution.

Complaints should be sent to service@bgbdentistry.nl, addressed to Denise van Wanrooij. BGB Academy will respond to the complaint within 10 working days. We aim to resolve the complaint within four weeks. If additional investigation is required, BGB Academy will inform the student within the initial response, explain the reason for the delay and provide an updated timeframe for resolving the complaint.

All complaints are handled confidentially.

External dispute resolution
If BGB Academy and the student are unable to resolve the complaint together, the student may submit the complaint to De Geschillencommissie (The Dutch Foundation for Consumer Complaints Boards).

De Geschillencommissie is an independent dispute resolution body that reviews complaints and issues a decision in accordance with its procedures. BGB Academy accepts the decisions of De Geschillencommissie in accordance with the applicable regulations and will comply with and implement any resulting measures within the timeframe stated in the binding decision and, where no specific timeframe is stated, within two months after the decision has been sent to the parties.

Proceedings are conducted in Dutch. If you live in another EU country, the European Consumer Centre (ECC) in your country may be able to assist you with submitting your complaint.

More information is available at: https://www.degeschillencommissie.nl/english/

Complaint registration
BGB Academy maintains a record of each complaint, how it was handled and the outcome for at least four years after the complaint has been closed.