ILC endeavors to always provide a premium service. Should you despite our efforts, have a complaint or feel dissatisfied, we want to hear from you. Experience shows, that a talk with either the student or trainer involved, usually solves the issue at hand. However, if this is not the case, you may then submit a formal complaint.
Our complaint handling protocol, contains all the information you need on how to proceed with your complaint and when to expect a reaction. This procedure only emphasizes how important it is to have a positive relationship with you, as our client. Every complaint is top priority and an opportunity to further improve our service levels.
Definitions
Complaint
All written complaints from a client regarding our services & activities.
Client
A person or organization using ILC’s services and products.
Submitting your complaint
You may submit a complaint in writing. In order to handle your claim in a quick and timely fashion, we request that you include all relevant information and details. The more information we have, the better we can address your complaint. Please send your complaint to Lslagter@ilc-talen.nl, addressed to Lineke Slagter, Director at ILC.
Handling the claim
When we receive your complaint we will revert back to you within a week with a confirmation of receipt. This confirmation will let you know who is handling your case and when you can expect a detailed response. We aim for a turnaround period of 15 working days. We will notify you in writing in the event of a delay. We can assure you that your complaint will be handled in the most objective and impartial manner possible. The person handling your claim will also be available if you need extra information during this process.
Reaction
You will receive a comprehensive and detailed reaction to your claim within 15 working days unless you have already been notified of an extra delay resulting from the complexity of the claim.
Claim not handled to your satisfaction?
If, in your opinion, ILC has failed to handle your claim appropriately, you may then contact the NRTO, The Dutch Council on Quality and for Training and Education, by sending an e-mail to info@nrto.nl. The NRTO’s verdict is official and final.