Complaints procedure

Complaints procedure

The members of the Executive Education team do their utmost to satisfy any expectations you may reasonably have as a participant in one of our programmes, and as a valued ambassador for our education services. Should you nevertheless feel dissatisfied about a specific issue, we kindly request that you first discuss it in person with your programme’s Learning and Development Manager or Programme Manager. Our team takes any complaints you might have very seriously. We will do everything in our power to arrive at a solution and/or explanation that is to the satisfaction of everyone involved. In cases where you believe that your complaint cannot be resolved via personal consultation, you have the option of filing an official complaint.

When dealing with your complaint, the management will adhere to the following procedure:
Complaints relating to products and/or services provided by the Executive Education team need to be submitted in writing to the Director Executive Programmes of Rotterdam School of Management BV no later than 30 days after the end of the programme or module and accompanied by a written substantiation. Once this term has expired, you are deemed to have agreed with the provided products and/or services and to have surrendered all rights and authorities granted to you in this context by law and/or contract. Lodging a complaint has no consequences for your obligations to pay for the provided products and/or services.

At the very least, your complaint needs to include the following information:

  1. your name, address and city;
  2. the date of signing;
  3. a clear description of the nature of your complaint;
  4. the date, time and location of the provision of the product and/or service;
  5. your reasons for lodging a complaint;
  6. your signature.

Complaints will be taken up and settled within four weeks of their date of receipt.

Complaints Board

If you do not agree with how your complaint has been settled, please turn to the Complaints Board. The Complaints Board has been authorised by the Executive Board of Rotterdam School of Management BV to attend to complaints on its behalf. Appeals against the settlement of a complaint according to the above procedure should be submitted to the Complaints Board in writing and accompanied by a written substantiation no later than four weeks after the date of receipt of the Director Executive Education’s answer. Once this term has expired, you are deemed to have agreed with the settlement of your complaint and to have surrendered all rights and authorities granted to you in this context by law and/or contract.

The following members sit on the Complaints Board:

  • Drs. Wilfred Mijnhardt, Chair (Policy Director, Rotterdam School of Management);
  • Drs. Eveline Wijnmalen (Registrar, Rotterdam School of Management BV);
  • vacant seat.

The Complaints Board will take up and issue its ruling on submitted complaints within four weeks of their date of receipt. Rulings by the Complaints Board are binding for all parties involved.

If it turns out that the handling of a complaint will take longer than the term set out in the above procedure, the original term will be extended, and the claimant will be informed in writing, within the original term, of the reason for, and the length of, the extension.

All complaints are handled with strict confidentiality. Dossiers relating to complaints are kept for a term of 12 months.

Please address your complaint to:
Hans Horstink MSc MCM
Director Executive Programmes
Rotterdam School of Management BV
Bayle Building/Room J4-45
Burgemeester Oudlaan 50
3062 PA Rotterdam
hhorstink@rsm.nl


Please address your appeal to:
Drs. Wilfred Mijnhardt
Policy Director
Rotterdam School of Management
Erasmus University
Mandeville Building/Room T6-32
Burgemeester Oudlaan 50
3062 PA Rotterdam
wmijnhardt@rsm.nl