Complaints procedure

1. Purpose and Principles

This complaints procedure applies to Bureau YOP and Engagement Builders (hereinafter collectively referred to as: “EBG”). The procedure is based on the following principles:

  • Dilligence and the right to be heard;
  • Objectivity and independence;
  • Confidentiality and the protection of personal data;
  • Proportionality of measures;
  • Continuous improvement of service delivery.

This procedure describes how EBG handles complaints and reports related to service delivery, communication, safety, conduct, integrity, or compliance with agreements. The objective is to promote transparency, trust, and continuous improvement through the careful, objective, and timely handling of all complaints.

2. Scope and Delimitation

This procedure applies to:

  • complaints from clients;
  • complaints from participants;
  • complaints from partners;
  • internal reports from employees or contracted professionals.

The following matters do not fall under this complaints procedure:

  • general questions or requests for information;
  • commercial negotiations;
  • disputes regarding invoices (unless it concerns a complaint about service delivery);
  • complaints that have already been brought before a court.

If a report does not constitute a complaint but rather a request for information or rectification, it will be handled administratively without formal registration as a complaint.

Every complaint is handled seriously, independently and confidentially. The complainant will receive a confirmation and a substantive response within set timeframes. EBG strives to use complaints as a learning opportunity within the quality management system. There will be no retaliation or disadvantage for reporters acting in good faith. If necessary, a complaint can be submitted anonymously; however, anonymity may limit the possibilities for investigation.

3. What is a complaint or report?

A complaint is any expression of dissatisfaction or displeasure regarding the behavior, service delivery, execution, or communication of EBG, its employees, or external trainers, actors, or coaches. A report can also be a signal of a possible violation of legislation, policy, or ethical standards.

Complaints can be subdivided into:

  • Regular complaints (service delivery, communication, planning);
  • Serious complaints (safety, transgressive behavior);
  • Integrity reports (fraud, conflict of interest, violation of laws and regulations).

The classification determines the handler, the urgency, and any additional measures.

A distinction is made between formal written complaints and signals from customers. Formal complaints are handled by the management and the settlement is documented. Signals from customers are discussed during management meetings with clients.

Records, such as emails regarding the settlement, are kept in a complaint file. Complaints are registered in a complaint register.

4. How can you submit a complaint or report?

Complaints can be submitted as follows:

  • Email:
  • In writing, for the attention of the Quality Coordinator;
  • By making an appointment with the Quality Coordinator;
  • Anonymously via the online reporting form on the website.

Unless submitting anonymously, always include your name, contact details, a description of the complaint, the date, the parties involved, and your desired solution.

5. Receipt, registration, and confirmation

Every complaint is registered and confirmed within 5 working days. The 5-working-day receipt period starts on the first working day following receipt. The reporter will receive a written confirmation including a file number and the expected lead time.

If a complaint is incomplete, the reporter will be requested to provide additional information. The processing period begins as soon as the required information has been received.

Every complaint is assigned a unique file number and is recorded in the complaint register with:

  • date of receipt;
  • nature of the complaint;
  • department involved;
  • responsible handler;
  • date of settlement;
  • outcome.

6. Handling and investigation

The quality coordinator coordinates the complaints process. Integrity issues are handled by the integrity officer. The handler applies the principle of the right to be heard and, if necessary, takes temporary measures.

If the Quality Coordinator is personally involved in the complaint, the handling is transferred to a member of the management board or an external independent handler.

If the complaint concerns the management board, an external independent expert or mediator is appointed.

The investigation may consist of:

  • studying relevant documents;
  • interviews with those involved;
  • the right to be heard;
  • consulting external experts if necessary.

7. Communication and feedback

Within 4 weeks, the reporter will receive a substantive response including an explanation. If more time is required, this will be reported in a timely manner with a new deadline (+4 weeks). The reporter will receive the verdict, measures and options for objection.

The substantive response contains at least:

  • a summary of the complaint;
  • a description of the investigation;
  • an assessment (founded, partially founded, or unfounded);
  • any measures taken;
  • options for objection and escalation.

A verbal explanation may take place, but this will always be confirmed in writing.

8. Corrective and preventive measures

Corrective measures focus on remedial actions. Examples of corrective measures include:

  • remedial meeting;
  • replacement of a trainer or supervisor;
  • adjustment of planning;
  • financial compensation.

Preventive measures are included in improvement plans and discussed during management reviews. Preventive measures may consist of:

  • adjustment of work instructions;
  • additional training for employees;
  • amendment of contract terms;
  • revision of policy documents.

9. Reassessment, objection and external route

If the reporter is not satisfied with the outcome, a written request for reassessment can be submitted within 2 weeks.

If an internal reassessment does not lead to a solution, the reporter may turn to:

  • a recognized independent disputes committee;
  • a mediator;
  • the competent civil court.

Where applicable, the procedure will align with industry-related dispute resolution schemes.

10. Protection of reporters (integrity)

Reporters acting in good faith are protected against retaliation. The organization conforms to the principles of the Whistleblowers Protection Act (Wet bescherming klokkenluiders).

Retaliation against reporters in good faith is considered a serious violation of internal standards and may lead to disciplinary measures.

Anonymous reports are accepted provided sufficient information is available. All data is treated confidentially in accordance with the GDPR (AVG).

11. File formation and retention periods

Complaint files are kept for at least 2 years, integrity files are kept for up to 5 years. Personal data is processed based on legitimate interest (Article 6, paragraph 1, sub f of the GDPR).

Data subjects have the right to:

  • access;
  • correction;
  • restriction of processing;
  • erasure, to the extent permitted by law.

Data is stored securely in digital format in accordance with the internal information security policy and is only accessible to authorized employees.

12. Evaluation and improvement

Complaints are analyzed annually as part of the PDCA cycle (Plan-Do-Check-Act).

Trends are discussed in the management review and incorporated into reports. This leads to adjustments in policy, processes or training where necessary.

13. Summary for users (practical steps)

  1. Submit your complaint via email, telephone, in writing or the online form.
  2. Receive confirmation within 5 working days, including a file number.
  3. Investigation is conducted by an independent handler (period max. 4 – 8 weeks).
  4. Receive response in writing, including a proposed solution.
  5. Dissatisfied? You may object to the management of Bureau YOP or Engagement Builders or escalate to an external body.