Complaints Procedure
At ZES , we are committed to providing high-quality education and a professional learning environment. If you have a complaint, we encourage you to raise it so we can address it appropriately and improve our services.
How to submit a complaint
Complaints can be submitted in writing via email to:
📩 contact@zes-maastricht.com at the attention of: Petra Bekkerin
Please include:
• your name and contact details
• a clear description of the complaint
• any relevant supporting information
All complaints are treated confidentially.
Handling of complaints
Complaints are reviewed carefully and handled in accordance with our formal complaints procedure:
• you will receive a response within four weeks
• complaints are handled within reasonable and defined timeframes
• if additional investigation time is required, you will be informed in writing, including an expected resolution timeline
All complaints and their handling are recorded and securely stored in line with institutional quality assurance requirements.
If you are not satisfied
If your complaint is not resolved internally, you may submit your case to an independent external body:
👉 De Geschillencommissie Onderwijs
🌐 https://www.degeschillencommissie.nl
The decision of the independent committee is binding for ZES .
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