Complaints procedure

General

1. CDF Cours De Français supports you in learning the French language and in
   improving your language proficiency.
2. The final result depends on your own efforts.
   Satisfaction
3. We appreciate it if you report any complaints to us immediately. We
   take these very seriously and will work with you to find solutions.
4. Even if your invoice is paid by another party, our
   indirect client, we would still like you to share any dissatisfaction or complaints
   with us.
5. You may be contacted by an external body to participate in a
   customer satisfaction survey.

Written complaints

1. A written complaint is a written notification by the student, client or other person or body about dissatisfaction with the results and / or the services provided by CDF Cours De Français.
2. If you submit a written complaint, you will receive an acknowledgment of
   receipt within one week. In this, we will inform you:
   – How we will further process the complaint
   – The timeframe within which we hope to have completed this
3. If we decide not to process your complaint, you will be notified within a week, stating why we are not processing your complaint.
4. We make you an offer based on the seriousness of the complaint, the demonstrable cause and the responsibility. This may be that correction, compensation and / or a replacement service is offered.
5. CDF Cours De Français makes this offer to you within 2 weeks of receiving the complaint. This term can be extended if there are demonstrable reasons for this, provided you have been informed in writing before the expiry of the term.
6. If you are not satisfied with the proposal, you may turn to the
   complaints committee of independent language trainers.
7. We aim to resolve your complaints to your satisfaction within three
   weeks. We will ask you in writing whether your complaint has been
   handled to your satisfaction. You are, of course, free to make your complaints public;
   we strive to ensure there will be no reason to do so.
8. Your complaint will be treated confidentially. The complaint will only be reported to third parties with your
   consent.
9. Complaints submitted in writing are kept for one year and then
   destroyed.

Complaints committee of independent language trainers

1. CDF Cours De Français is part of a complaints committee of independent language trainers. If a written complaint is submitted about one of the language institutes, the complaint will be forwarded – with your consent – to one of the associate members within one week. That person then forms a committee consisting of three people. Naturally, the institution that is the subject of the complaint will not be involved in that committee.
2. The complaints committee of independent language trainers determines whether the complaint is well-founded. If the complaint is not handled, the complaints committee will send a letter with this notification and an explanation of the decision within three weeks of the date of receipt.
3. Based on the seriousness of the complaint, the demonstrable cause and the responsibility, the complaints committee makes a proposal to you and CDF Cours De Français. This may mean that correction, compensation and / or a replacement service must be offered.
4. The complaints committee will report to the complainant within 4 weeks of receiving the complaint. This period can be extended if there are demonstrable reasons for this, provided that the person submitting the complaint has been informed in writing before the expiry of the period.
5. The judgment of the complaints committee is binding, meaning that Cours De Français
   is obliged to follow the advice within 2 weeks.
6. The complaints committee will treat all submitted complaints confidentially.
7. Complaints submitted to the complaints committee are kept for one year and
   subsequently destroyed.

Precautionary actions

1. CDF Cours De Français determines whether measures can be taken to
   prevent a recurrence of the circumstances that led to the complaint.
   CDF records the preventive measures on the complaint form.

Report

1. CDF Cours De Français ensures the implementation of what has been
   agreed upon with the complainant. Once the complaint has been resolved, this is noted on the
   complaint form.

Composition of complaints committee of independent language trainers

The complaints committee of independent language trainers consists of the following
persons / institutions:

• 1-Mirella van Rooijen, www.coursalacarte.nl
• 2-Jean-Pierre Perroud, www.culture-avance.com
• 3-Anja-Hélène Zaandijk, freelancer