Complaints and objections
If you are dissatisfied with how a particular matter has been dealt with, we will do our best to resolve the problem.
Usually, a telephone call will set things right. If it doesn’t you can consider submitting a complaint. We have a complaints procedure in place that you can use if you have a complaint about the manner in which you have been served by Nuffic.
What types of complaints can you submit?
If you feel Nuffic has acted improperly, you can submit a complaint. Improper action may include:
- failure to use appropriate manners or behave respectfully;
- failure to provide requested information in a timely manner or at all;
- failure to respond to letters in a timely manner;
- failure to live up to agreements;
- lack of willingness to correct mistakes;
- careless handling of data and/or information you provided;
- inaccessibility of one of our websites.
Procedure for submitting complaints
If you wish to submit a complaint, you should send a letter to the Director-General of Stichting Nuffic (the Nuffic Foundation).
Your letter should include the following:
- a description of your complaint;
- the name of the person and department to whom and which the complaint relates;
- the date on which the matter to which the complaint relates took place;
- your name and address;
- your signature;
- the date.
Please describe your complaint and the reasons for it as completely and clearly as possible in order to ensure a fast and appropriate response.
Handling of complaints
The person assigned to handle your complaint will confirm receipt of your letter as soon as possible. Should you prefer, you can also submit your complaint verbally. To do this, schedule an appointment with the officer handling your complaint. We will make a written report of your verbal complaint.
The staff member to whom your complaint relates will receive a copy of your letter or the report. He or she has the right to provide a verbal and/or written opinion of the complaint.
The Executive Board decides how the complaint will be settled and will subsequently inform you and the person whose behaviour the complaint relates to in writing of its decision and reasoning.
You will be informed about their decision within six weeks of receipt of your complaint. If necessary, this period may be extended by a further four weeks, in which case you will be notified.
Rejection of a complaint
In some cases, we will not process the complaint. This can be because:
- the behaviour to which the complaint relates has already been addressed on the basis of a previous complaint;
- the complaint is submitted more than a year after the behaviour took place;
- the complaint does not relate to behaviour but to something else, such as elements of a product or service;
- the significance or severity of the behaviour to which the complaint relates is deemed insufficient.
If your complaint is rejected, you will be notified of the decision and reasoning within four weeks of receipt of your letter of complaint.
Registration of complaints
All complaints are registered centrally, with due regard for the confidential nature of your personal details. Each year, the Executive Board issues a report on the total number of complaints, nature of the complaints, manner in which they were settled and resulting recommendations, if any.
You can send your complaint to:
PO Box 29777
2502 LT The Hague
At the foot of a decision notification letter sent by Nuffic, you can find information on the objection proceedings. If, after clarification, you do not agree with the decision you can consider filing an objection.