Feedback & Complaints procedure

Feedback and Complaints Procedure


Why a feedback and complaints procedure?

Zwiers Language & Exam Centre is constantly looking for opportunities to improve our service to our clients and we appreciate and value your feedback. When you comment and provide feedback, this improves our services to suit your needs and the needs of our clients.


Feedback and complaints

We strive to provide the best service to our clients and assure you that your feedback and complaints will be taken seriously. Our exams are conducted according to the standards laid down by the Cambridge English Language Assessment.  Even with the best of intentions, problems and misunderstandings sometimes occur. To prevent these and improve our service, we value your feedback and welcome any comments you may have.

 

Our responsibility

  • We assure you that we will take your complaint very seriously and strive to offer you our service in a respectful and professional manner
  • We will deal with your complaint promptly and efficiently
  • We will not be impartial on the grounds of gender, age, ethnicity, religion or any other grounds for discrimination
  • We will strive to investigate the problem to the best of our abilities
  • We will offer you a solution in the best possible manner




What is the procedure?

Your complaints can be sent directly to us by email and this will be dealt with confidentially and with utmost discretion.

 

Email: info@zwierslanguagetraining.nl

 

Letter:

Zwiers Language & Exam Centre

Tusseler 30

7241 KE Lochem

 

 

Please ensure that you provide a thorough description of the problem. You should include:

  • Your full name
  • Candidate number
  • Address and phone number(s)

 

 

You will receive  a response of receipt of your complaint within two weeks. We may consider consulting with Cambridge English Language Assessment or with your educational institution. Processing your complaint may take some time, please allow for three weeks.

 


In the case of dissatisfaction concerning our response, please contact:

 

Zwiers Language & Exams Centre

Complaints Manager

Mr Ronald Zwiers

Tusseler 30

7241 KE Lochem

Email:  klachten@zwierslanguagetraining.nl

 

Your complaint will be reviewed and you will be notified of any developments. Should you require further review of the problem, you can contact the ombudsman in the Netherlands at www.nationaleombudsman.nl

 

 

Complaints are kept on file for two years after which they will be destroyed.

 

We strive to provide you with an excellent service at our centre and value your opinion concerning our courses, exams and other services. Please complete the form below if you would like to comment concerning the above. Complaints relating to exams are required to be made within two weeks after the exams.

 

Comment or complaint form  Download Comments Complaints Form

 

Name

 

Address

 

Email:

 

Telephone number

 

Examination or service

 

Date

 

Location of exam or service

 

Feedback / complaint

 

 

 

 

Unsatisfied with response

 

 

 

 

Other remarks

 

 

 

 

Recommendations

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Please return the form to:

 

Zwiers Language & Exam Centre

Mr. Ronald Zwiers

Complaints Manager

Tusseler 30

7241 KE Lochem

 

Or email to: info@zwierslanguagetraining.nl