Complaints Procedure
Complaints Regulations of Lest Best
We strive to provide the best possible service. However, if you are not satisfied, we would like to hear from you. We will try to find a solution together. You also have the option to file an official complaint in accordance with this complaints procedure. During your intake or registration, you were informed of this procedure. All staff members of Lest Best are also aware of it. The full complaints procedure can be found at the bottom of every page on our website.
Article 1. Publication
The complaints procedure (this document) is available on request from Lest Best, downloadable from our website, and is provided to every client (course participant) during intake or registration.
Article 2. Filing an official complaint
An official complaint is defined as a written expression of dissatisfaction, submitted by the client or their representative to Lest Best. An official complaint must be submitted in writing, either by letter or email:
Lest Best
Newtonlaan 215, 3584 BH Utrecht
Attn: the management
Or by email to: [email protected] (subject: Attn: the management)
Please include at least the following in your message:
- Your name and address
- Date of submission
- A clear description of your complaint
Article 3. Complaint deadline
The complaint must be received by Lest Best within 8 weeks of the incident or omission. Complaints submitted later may be declared inadmissible. If the complainant could not have known about the incident earlier, the 8-week period begins at the moment they reasonably could have.
Article 4. Complaints procedure
The following procedure applies:
- The management of Lest Best coordinates complaint handling.
- The complainant will receive confirmation of receipt within two weeks and will be informed of the next steps.
- If the complaint is not accepted, the complainant will be notified within two weeks.
- The complaint will be handled by a staff member who was not involved in the issue.
- A response will be provided within four weeks. If more time is needed, the complainant will be informed and given a timeline.
The management is not required to handle the complaint if:
– It is clear that neither Lest Best nor any affiliated party is the subject of the complaint.
– The complaint concerns an issue already addressed in a previous complaint.
– The incident occurred more than one year ago.
– Legal authorities are conducting an investigation or prosecution.
The complainant may be given the opportunity to be heard.
Date and location will be determined by the complaint handler.
All parties may access relevant documents upon request.
They may also bring witnesses or experts at their own expense.
A report will be made of the hearing, and a copy provided to all parties.
Article 5. Complaint registration
Lest Best registers all complaints, including their nature, description, scope, impact, actions taken, and outcomes. Some of this information may be shared with Blik op Werk for quality certification purposes. All complaints are treated confidentially and stored for a maximum of 24 months.
Article 6. Duration of the regulation
This regulation has been in effect since September 21, 2020, and remains valid until amended. If revised, this will be published on the Lest Best website. Complaints submitted before changes will be handled under the previous version.
Article 7. Disputes
If you disagree with the outcome, you may notify Lest Best’s management. They will decide whether a new complaints process can begin with a different handler. If not, you can appeal to an independent third party: www.degeschillencommissie.nl.
Lest Best is affiliated with the Dutch Council for Training and Education (NRTO) and is bound by the rulings of the Disputes Committee for Private Education Institutions.
For civic integration candidates:
You can also contact the Blik op Werk arbitration board:
Email: [email protected]
Phone: 030 – 3030 645
Opening Hours: Monday-Friday
1:00 – 4:00 PM
Relevant complaint details will be shared with Blik op Werk in such cases.