Complaints Procedure

1. Who can complain, and about what

Anyone who is enrolled in, or has registered for, a training, program, course or other offering of NEWNEI^® can make a complaint. A complaint is any written expression of dissatisfaction about our service, a training, the guidance you received, an examination, or the way you were treated by us, our staff, teachers or facilitators.

Making a complaint, and having it handled, costs you nothing.

2. How to make a complaint

Put it in writing. Email klachten@newnei.com, which goes straight to the person who handles complaints, or send a letter to NEWNEI® Academy B.V., Kabelweg 57, 1014 BA Amsterdam, Netherlands, for the attention of the complaints officer. You can write in English or Dutch, and a complaint sent to any of our other addresses reaches us too. If you prefer, ask us for our complaints form; using it is optional.

Please include:

• your name and contact details (the email address you use with us helps);
• the date;
• a clear description of what happened;
• any relevant documents, where you have them;
• what you would like us to do about it.

3. What happens next, and when

• Confirmation. You receive a confirmation as soon as your complaint arrives, and in every case a written confirmation within five working days of receipt.
• First reply. We respond within two working days. Your complaint stays open with us until you have an answer from our team: it is never closed unread.
• Full answer. You receive a complete, reasoned response within four weeks of the day we received your complaint.
• If we need more time. We tell you in writing, within those four weeks, why we need longer, the new deadline, and when you can expect our decision.

4. Who handles your complaint

Our complaints officer is Tatania Amsterdam, reachable at klachten@newnei.com. If a complaint concerns the complaints officer herself, it is handled by the director or by another person who is not involved in it.

We read every complaint in full, look into what happened, and answer you personally with a solution or the next step. Every complaint is treated confidentially: only the people involved in handling it have access to it. Making a complaint never affects how we treat you as a member or a customer.

5. If you are not satisfied

Reply to our answer and tell us why, and we will look at it again.

If you cannot agree with how we have handled your complaint, you can take it to an independent body: GAT, the Stichting Geschilleninstantie Alternatieve Therapeuten, recognised by the Dutch Ministry of Health, Welfare and Sport (gatgeschillen.nl, info@gatgeschillen.nl). We send you GAT’s details and procedure with any decision that does not uphold your complaint. GAT’s ruling is binding on us, and we carry out whatever it requires within four weeks of the ruling, unless the ruling itself sets another term. After GAT’s ruling, the civil courts always remain open to you.

Nothing in this procedure limits your statutory rights as a consumer. A complaint about how we handle your personal data can also go to info@newnei.com (see the Privacy Policy), and you always keep the right to lodge it with your local data-protection supervisory authority.

6. Records

Every complaint, and how it was handled, is recorded in our complaints register. A complaint file is kept for five years after it is closed and then destroyed, unless the law requires us to keep it longer. Complaints and trends are used, anonymised, to improve our quality, as set out in our quality handbook.

7. About this procedure

This procedure is public. It is published here, mentioned in our study guide, and sent free of charge on request. It meets the quality code for short vocational education (CRKBO). It took effect on 21 August 2026 and replaces all earlier complaints regulations of the Academy. We may change it; a change never applies to a complaint that was filed before it, and we announce changes on the website and in the learning environment. The official Dutch text is the Klachtenregeling.

Who we are

NEWNEI® Academy B.V., Kabelweg 57, 1014 BA Amsterdam, Netherlands. Chamber of Commerce (KvK): 42133642.