How to file a complaint about one of our training courses and what can you expect from us:

  • If you have a complaint about one of our courses, you can submit it using our contact form.
  • Your complaint will always be treated confidentially.
  • The complaint and the complaints procedure are registered and kept for a period of 1 year.
  • As soon as we receive your complaint, we will assess whether your complaint relates to a course that falls under our own direction or the direction of a third party.
  • If your complaint relates to a course that falls under the auspices of a third party, the complaints procedure of this third party will come into effect.
  • You will receive a confirmation of receipt from us within 5 working days after we have received your complaint.
  • Within 20 working days after we have received your complaint, you will receive the position taken and any follow-up actions from us in writing. In the unlikely event that the complaint cannot be dealt with within the set 20 days, you will be informed in good time.
  • As soon as we have received your complaint, it will be handled by Mr. J. Hendrickx (director) of Coverton.
  • Based on the content of the complaint, the director will discuss the complaint with the lecturer concerned in the context of hearing both sides.
  • If additional information about the complaint is needed to reach a sound position, you will be informed.
  • Based on the initial complaint and the information obtained, the director of Coverton will formulate a position and any action points.
  • If both parties cannot reach an agreement, the complaint will be submitted to an independent third party, Dr. R. Deumes (Maastricht University), through an appeal procedure. Mr. Deumes’ decision is binding on Coverton, any consequences will be dealt with quickly by Coverton.