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Complaints procedure

Experiential Training Institute BV (ETI) is committed to the highest standards in its service to participants. If at any point you become unhappy or concerned about the service that it has provided, and you would like to make a complaint, please follow our established procedures:

Internal Procedure

1. Submission of Complaints

Direct all complaints to ETI via email: Clearly describe any shortcomings in service execution as soon as possible. All complaints will be treated confidentially at all times.

2. Response Timeframe

ETI aims to respond within 30 days of receiving the complaint. If more time is needed, an acknowledgment will be sent within 14 days, indicating when a detailed response can be expected.

3. Resolution Period

Allow ETI at least 8 weeks from the complaint submission date to resolve the issue through mutual consultation. Post this period, unresolved complaints may proceed to the Disputes Committee.

4. Retention Period

All complaints including method of handling are registered and archived with a retention period of 1 year.

Disputes Committee


ETI is affiliated with the Dutch Foundation for Consumer Complaints Boards (De Geschillencommissie). The Dutch Foundation for Consumer Complaints Boards offers complainants, being consumer or business, alternative dispute schemes to help resolve their dispute out of court. It offer a quick and low-cost means of resolving a dispute. These alternative dispute schemes are acknowledged by both the Dutch Government and the European Commission. 


If your complaint remains unresolved, escalate it to their Disputes Committee.


Procedure with the Disputes Committee

  • Submit your complaint against the provider to the Committee for investigation.

  • Provide additional information if requested.

  • The provider has a month to respond and may opt for a mutual resolution.

  • If an agreement is reached, proceedings at the Disputes Committee cease.

  • The hearing process involves both parties and may include expert opinions.

  • The decision of the Disputes Committee is binding to ETI.

  • A binding decision is made within 4 to 6 weeks post-hearing, with no appeal option for ETI.

  • Possible consequences will be handled by ETI within 14 days.

For detailed procedures and information, visit the Disputes Committee website.

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