Complaints Procedures

Complaints Procedures

RSM is committed to high quality education and examinations and intends to improve these continuously. Therefore, we need feedback from our students if our courses and examinations do not meet our standards. If students experience dissatisfaction related to the teaching or examinations, it is important that they inform relevant staff members as soon as possible. To that end, RSM and EUR have established the following complaints procedure.

Students considering making a complaint can consult a student adviser or a student counsellor. They can provide support and advice and may take a mediatory role if required.

Complaints regarding the teaching, teacher or organization of a course

In general, complaints about the content or organization of the programmes can be reported through the various course evaluations that are sent to students at the end of the trimester/semester. The course coordinator/examiner concerned will receive the evaluation feedback of the participating students.

During the trimester/semester, urgent complaints about the content of a course should be reported to the course coordinator via the designated channels, such as Canvas and/or email.

High-priority or urgent issues with the organization of the programme can be reported to the relevant programme manager. For contact information, please refer to the RSM Website.

Should a student be dissatisfied with the guidance by a coach and/or co-reader of the MSc thesis committee, it is important to address the coach and thesis coordinator in a timely manner, that is, well before the thesis will be graded. After grading, no further adjustments can be made. The thesis manual provides information on roles and responsibilities of coach, co-reader and student as well as contact information of the thesis coordinator.

Complaints regarding the examination of a course

There are four main ways to file a complaint regarding the examination of a course:

  1. Course evaluations;
  2. Complaints via the Student Representation RSM;
  3. Individual complaints via the Examination Board;
  4. The EUR legal protection facility.

1. Complaints via course evaluations
In general, complaints about the examination of a course can be reported through the course evaluations that are sent to students after the examination. The examiner concerned, as well as Programme Management and the Examination Board, will receive the evaluation feedback of the participating students.

2. Complaints regarding a bachelor course via the Student Representation RSM
Individual bachelor students may file individual complaints regarding an examination with the Examination Board as described below in item c.

Complaints regarding issues that concern all students (such as disturbances during an examination, a missing page in the exam paper, exam paper lay out, examination format being out of accordance with the relevant material laid out in the course manual and other errors in the questions and/or answer possibilities), a specific protocol is applicable to ensure that the complaints can be dealt with in an efficient and effective manner. These complaints that regard all students must be submitted through the Student Representation RSM. In response to the examination in question and the corresponding answer models published on Canvas, students must submit their motivated reaction of dissatisfaction within one week via feedbackBA@rsmsr.nl or feedbackIBA@rsmsr.nl. After this period, new comments will no longer be up for consideration. SR collects and groups the comments and sends these to the examiner no later than two working days prior to the plenary perusal session. The examiner/course coordinator shall respond to the received SR comments during the perusal. In the event that the examiner is considering deviating from the assessment ruling as a result of the perusal session, approval of the Examination Board is required. The examiner must post a final response to the collected comments by the SR on Canvas no later than four weeks after the examination/test has taken place. This final Canvas response concludes the perusal procedure.

If, after completion of the perusal procedure, the SR believes that the problem has not been resolved in accordance with expectations, the SR may submit a complaint to the Examination Board via the web portal.

The Examination Board will investigate the complaint filed, based on the submitted documents, and will conduct its own research in conjunction with these. In all cases, both the SR and the examiner will be heard. Within six weeks of lodging the complaint, the Examination Board will inform the complainant of its subsequent findings and any conclusions that may have been reached. In general, such findings and conclusions drawn by the Examination Board are not appealable.

3. Complaints directly via the Examination Board
If a student has a complaint regarding the organization of the examination (e.g. a student has been barred from entering the examination hall), the complaint may be filed with the Examination Board via its web portal. All relevant documents, such as the examiner's or invigilator’s response, must be attached to this submission. The complainant will receive an automatic confirmation of receipt. The Examination Board will investigate the complaint on the basis of the submitted documents and additionally will conduct its own research. Both the complainant and the involved examiner or invigilator will be heard in the following investigation. Within six weeks of lodging the complaint, the Examination Board will inform the complainant of its subsequent findings and any conclusions that may have been drawn. In general, such findings and conclusions drawn by the Examination Board are not appealable.

Please note that a complaint cannot concern an individual decision, such as the grade awarded by the examiner. If a student disagrees with his/her final grade after the examiner’s feedback and the perusal, the student may lodge an appeal with the Examination Appeals Board via the EUR Legal Protection Facility: legal.protection@eur.nl. The appeal must be made within six weeks of the announcement of the grade.

The Examination Board will not take complaints regarding examinations into consideration if the student concerned could have lodged an appeal. Therefore, complaints submitted after the period of six weeks (commencing on the day following the day of the decision’s announcement) will not be taken into consideration.

4. EUR Legal Protection Facility

In addition to the RSM complaints procedures as described above, students can submit a formal complaint with the EUR central facility to which all complaints and notices of appeal and objection can be submitted via e-mail: the EUR Legal Protection Facility via legal.protection@eur.nl. Complaints can also be submitted via post to the EUR Legal Protection Facility, room A2-07D, Post box 1738, 3000 DR Rotterdam. If you do not wish to use this particular facility, you may also submit your complaint in person to a student counsellor. You can make an appointment with a student counsellor through the ESSC.