Complaints policy

The complaints committee consists of the director and the school coordinator of GoGroupNederland. They handle complaints carefully, discreetly and fairly.

We believe in mature mutual communication. Try to resolve the conflict first with the person involved. If that is not possible, you can contact the complaints committee.

• School-related matters
• Organisational matters
• Study load
• Financial matters
• Disputes with staff members
• Disputes with fellow participants
• Emotional strain or stress factors
• Spiritual and/or worldview issues

A complaint must be submitted by email. Send your complaint to: scholen@gogroupnederland.nl. Please mention in the email:

• The type of complaint
• The facts of the complaint
• The severity of the complaint
• The circumstances that made it a complaint
• Possible causes
• Why you believe the complaint is justified
• Any damages or adverse consequences
• A proposed solution from your side

Complaints are handled confidentially by the complaints committee within 14 days of receipt. If more time is needed, you will be informed of this in writing.

If your complaint is not handled to your satisfaction, or if the complaint directly concerns the school leader or director, you can turn to the confidential adviser.

The judgment of the confidential adviser is binding for both the organisation and the complainant.

• Acts as the point of contact for serious and sensitive complaints (such as bullying, discrimination, aggression, intimidation and manipulation)
• Listens, supports and gives advice
• Assesses whether an informal solution is possible
• Guides people through complaints procedures and refers to external authorities if needed
• May give solicited and unsolicited advice to the board about recurring signals (without sharing confidential information)
• Registers reports of undesirable behaviour
• Has a duty of confidentiality, except in the event of legal proceedings

Everika Zwaan
Email address: nazorg@gogroupnederland.nl
Phone: 06-83265255

After completion, the complaint file is retained for a maximum of one year, unless legal obligations require a longer period.