complaints procedure

ScanCoaching Academy BV does everything it can to provide you with the best possible service. Nevertheless, it may happen that you are not satisfied. Of course you can then submit your complaints or comments to us. We will treat these in confidence and try to find a solution in consultation with you.

ScanCoaching Academy BV observes the following procedure.

1. Deadline for submitting a complaint
   Complaints about the execution of the agreement must be submitted by the Client to ScanCoaching Academy BV in a timely, complete and clearly described manner.
   ‘Timely’ is understood to mean ‘within 4 weeks after the training’. Failure to submit the complaint on time may result in the Customer losing his or her rights in this regard.
2. Familiarity
   Complaints must be made known to ScanCoaching Academy BV in writing or by e-mail via:
   ScanCoaching Academy BV
   Attn. the Complaints Department
   Prinses Marijkelaan 7
   2224VA Katwijk or by e-mail to info@scancoaching.academy, with the subject ‘Complaint’. ScanCoaching Academy BV only handles written complaints. ScanCoaching Academy BV therefore advises the Customer to send the complaint by registered mail or to request an e-mail confirmation of receipt. The Customer indicates motivated what the content of the complaint is. The Customer also mentions the course (variant), the location and the name of the teacher in order to promote prompt handling. If it concerns a relatively simple and quick to solve problem, the problem can be made known by telephone. ScanCoaching Academy BV will then propose a solution as soon as possible.
3. Privacy
   A complaint will always be treated confidentially by ScanCoaching Academy BV.
4. Confirmation of complaint
   ScanCoaching Academy BV will send a written acknowledgement of receipt to the complainant within five working days after receipt of the written complaint. If a solution cannot be offered immediately, this letter will also give an indication of the period within which a further investigation will be started and the complaint will be dealt with.
5. Investigation complaint
   ScanCoaching Academy BV undertakes to start a further investigation into the submitted complaint and strives to be able to take measures within 4 weeks with which the complainant can agree.
6. Response to the study
   ScanCoaching Academy BV will correspond with the complainant within the period communicated under point 4 about the outcome of the investigation, the decision taken and any follow-up actions.
7. Postponement
   If the deadline communicated under point 4 is not met, ScanCoaching Academy BV will correspond with the complainant, whereby the complainant will be informed about the postponement, the postponement will be explained and a new period will be indicated.
8. Retention period
   The registered complaints are kept for a period of 3 years.
9. Dispute settlement
   If the complaint cannot be resolved by mutual agreement, a dispute arises that is susceptible to the dispute settlement of Article 21 of the General Terms and Conditions of Delivery.
   1. Disputes between the Client and ScanCoaching Academy BV about the conclusion or execution of agreements with regard to services and goods to be delivered or delivered by this entrepreneur can be brought before the Complaints Procedure of KTNO, www.ktno.nl/zorgverleners/klachtenregeling, both by the Customer and by the entrepreneur.
   2. The Complaints Committee will only deal with a dispute if the Customer has first submitted his complaint to ScanCoaching Academy BV in accordance with the provisions of Article 20 of the General Terms and Conditions of Delivery (the complaints procedure) and this has not led to a satisfactory solution for both parties. In order to subsequently submit the dispute to the Complaints Committee, the Customer must indicate in writing that the outcome of the complaints procedure has not led to a satisfactory result. If the Customer then states that he is appealing to the Complaints Committee, there is a formal dispute.
   3. The Customer can submit a written complaint about the execution of the course, training, education or trajectory to the Complaints Committee up to three months after the conclusion of the course, training, education or trajectory.
   4. A fee is due for the handling of a dispute.
   5. When the Customer submits a dispute to the Complaints Committee, ScanCoaching Academy BV is bound by this choice.
   6. When ScanCoaching Academy BV wants to submit a dispute to the Complaints Committee, ScanCoaching Academy BV must first ask the Customer in writing to decide within five weeks whether he agrees with this. ScanCoaching Academy BV must announce that ScanCoaching Academy BV considers itself free to submit the dispute to the ordinary court after the expiry of the aforementioned period.
   7. The Complaints Committee shall make its decision with due observance of the provisions of the regulations applicable to it. The decision of the Complaints Committee takes the form of a binding advice for ScanCoaching Academy BV.
   8. Any consequences will be handled by ScanCoaching Academy BV within two weeks.