Complaints procedure
Dutch First complaints procedure: If you wish to make a complaint to Dutch First please send an email to [email protected]. In order to make sure we can handle and give feedback on your complaint, please ensure that the email complaint includes:
- Your name and contact details
- A description of the complaint
- A suggested solution.
Dutch First complaints policy: Dutch First considers complaints as a chance to put things right for the person that has made the complaint, as well as an opportunity to learn and improve for the future.
Definition of a complaint. A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Dutch First and the services it provides.
The aim of the complaints policy is to:
- Provide a complaints procedure that is fair, clear and easy to use.
- Publicize our complaints procedure so that people can contact us to make a complaint.
- Make sure all employees at Dutch First know what to do if a complaint is received.
- Make sure that all complaints are investigated fairly and in a timely manner.
- Make sure that complaints are, if at all possible, resolved and that relationships are repaired.
- Gather information that helps us to improve what we do.
Notification of customer complaints regulations. Customers are informed about the complaints regulations via the conditions on the Dutch First website. When registering for a course, customers agree to these conditions. The complaints regulations can also be requested by e-mail. Upon receipt of a complaint, the customer is informed of the complaints regulations. For Inburgering courses, Dutch First additionally sends the complaints procedure by email before the course.
Notification of complaints regulations employees. The employee familiarizes himself with the complaints procedure and the privacy regulations of the organization through the appendices to the employment contract.
Anonymous complaint. If you want to file a complaint anonymously, it is possible to do so through our anonymous online feedback form at https://www.dutchfirst.nl/survey. Please keep in mind that if you file a complaint anonymously, we will not able to give feedback on your complaint because we do not have access to your contact details. However, complaints received in any form are processed internally and taken seriously.
Handling of complaints. After receipt of the complaint by Dutch First, a confirmation of receipt will be sent within 2 weeks. The complaint will be handled within 4 weeks by an employee who is not directly involved in the dispute and a substantive response to a complaint can be expected. If the complaint is not processed, you will be notified within four weeks. The maximum handling time for the complaint is 6 weeks. All persons who file a complaint will be treated with respect. If possible, complaints will be resolved by reaching an agreement between the customer and Dutch First.
Escalation of unresolved complaints. Escalation of unresolved complaints. If the complaint cannot be resolved through consultation, Dutch First will inform the customer where they can take further steps externally. If no solution is found, the dispute can be submitted to the Disputes Committee for Private Educational Institutions (Geschillencommissie Particuliere Onderwijsinstellingen). For students with a DUO loan, the unresolved complaint can be submitted to the Arbitration Board of Blik op Werk (College van Arbitrage van Blik op Werk).
Confidentiality. All complaints information will be handled carefully, involving only relevant persons. Relevant data protection rules are adhered to (see the Dutch First Privacy Regulations). To file an anonymous complaint, see Anonymous complaint.
* Last updated: November 2025
