Con Amore B.V. (hereinafter: Con Amore) strives to avoid complaints and aims to resolve any complaints that do occur. All complaints are taken seriously and investigated carefully. The purpose of investigating complaints is to restore trust between Con Amore and its client and to identify teachable moments for the organisation.
Filing a complaint
Please file your complaint within 6 months by sending an e-mail.
This e-mail should contain the following details: your name, address, phone number, e-mail address, the course you enrolled in, the date and time of the event that prompted you to file a complaint, the nature of your complaint and the goal of your complaint. Please send an e-mail to firstname.lastname@example.org attn Thomas Vegting
How will my complaint be resolved?
Your complaint will be registered with the Complaints Committee and you will receive confirmation within 3 working days.
The complaint committee will notify the person mentioned as the perpetrator within 4 working days.
Your complaint will be treated confidentially.
Initially, an attempt will be made to resolve your complaint by fostering dialogue:
If your complaint cannot be resolved through mediation/talking to each other, the complaint will be investigated more thoroughly and both sides will be heard. After the investigation, Con Amore will issue a final decision.
If you do not agree with this decision, Con Amore will submit your complaint to an independent third party: the complaints officer. The complaints officer will investigate the complaint by talking to you and to Con Amore, with both parties given one opportunity to respond to each other. Based on th is information, the external complaints officer will issue a binding verdict.
Con Amore strives to resolve complaints quickly, preferably within one month, unless the circumstances require more thorough investigation. If more time is needed to conduct the investigation, the person filing the complaint will be notified within 1 week, explaining why and indicating when Con Amore expects to be able to resolve the complaint.
There are four possible recommendations:
Justified: your complaint is justified
Unfounded: your complaint is unfounded
No opinion: it is not possible to arrive at a verdict based on the available information.
Inadmissible: your complaint does not meet the requirements because, for example, it was submitted too late or because it concerns a topic for which other procedures exist.
The recommendation will be explained for each part of the complaint:
The recommendation issued by the complaints officer is binding on Con Amore. Submitting a complaint to the complaints officer transfers the authority to arrive at a verdict to the complaints officer. In principle, you will be informed of their recommendation in writing within four weeks of the complaint being filed.
Documents are kept for 2 years.
Non-acceptance of a complaint
Con Amore is not obliged to handle your complaint if it concerns an event that took place more than six months before the complaint was filed.
Con Amore is not obliged to handle your complaint if it relates to an event that has been submitted to the judgement of a judicial authority through legal proceedings.
If your complaint has not been accepted, you will be informed in writing within four weeks.
These regulations are governed by Dutch law.
This regulation takes effect on 2 November 2014, and all regulations concerning the handling of complaints that apply within Con Amore are repealed at the same time.
Amerongen, Board of Con Amore B.V.