Complaint Handling Procedure

Article 1. Right to File a Complaint

Anyone has the right to file a complaint with Bold Coach Academy regarding the way the academy has conducted itself in performing its duties toward them or another person. An action by a person working under the responsibility of Bold Coach Academy is considered an action of the academy itself.

Article 2. Proper Handling

Bold Coach Academy ensures proper handling of verbal and written complaints about its conduct, respecting confidentiality.

Article 3. Scope

This policy applies to the handling of written complaints concerning an action toward the complainant, which meet the requirements outlined in Article 5, section 1, points (a) to (d) of this policy.

Article 4. Verbal/Other Complaints

When handling verbal or email complaints, or complaints regarding actions toward someone other than the complainant, Bold Coach Academy observes the necessary due diligence. The academy informs complainants who have filed a verbal or email complaint of the option to submit a written complaint.

Complaint Handling Process

Article 5. Submitting a Complaint

The complaint letter must be signed and include at least:

  • The name and address of the complainant
  • The date
  • A description of the conduct the complaint addresses
  • Complaints should be sent to:

Bold Coach Academy – IJskelderlaan 1 – 3941 HS Doorn

Article 6. Ceasing the Process

At any stage of the complaint process, Bold Coach Academy may determine if the complainant can be satisfactorily addressed through informal resolution. Once the academy has addressed the complainant’s satisfaction, the obligation to follow this policy further ceases.

Article 7. Acknowledgment of Receipt

Bold Coach Academy will acknowledge receipt of the complaint letter in writing within one week.

Article 8. Complaint Handling

The director of Bold Coach Academy is responsible for handling the complaint. If the complaint concerns the director’s conduct, it will be handled by the academy’s administrator/accountant. All complaints are handled confidentially.

Article 9. No Obligation to Handle

Bold Coach Academy is not obligated to handle complaints regarding conduct:

  • For which a previous complaint has been filed and addressed according to this policy
  • That occurred more than a year before the complaint was filed
  • Against which the complainant has (or had) an administrative appeal option
  • That is or has been subject to a judicial proceeding other than an administrative appeal
  • That is currently part of a criminal investigation or prosecution, or concerns conduct in connection with a criminal offense investigation or prosecution

The academy is not required to handle complaints if the complainant’s interest or the seriousness of the conduct is evidently insufficient. The complainant will be informed in writing, with reasons, as soon as possible but no later than four weeks after receiving the complaint.

Article 10. Copy to Accused

The person whose conduct is the subject of the complaint will receive a copy of the complaint letter and any accompanying documents.

Article 11. Hearing

The complaint handler will give both the complainant and the person whose conduct is in question an opportunity to be heard. This hearing may be waived if the complaint is clearly unfounded, or if the complainant has waived their right to a hearing. A report of the hearing will be prepared.

Article 12. Deadlines

The complaint will be processed within four weeks of receipt. Processing may be extended by a maximum of four weeks, with written notification to the complainant and the person whose conduct is in question.

Article 13. Complaint Resolution

Bold Coach Academy will inform the complainant in writing of the findings from the investigation into the complaint and any conclusions drawn. If the complainant feels inadequately served by the complaint process or resolution, they may appeal to an independent third party:

Wienen & van Tellingen Advocaten – Schoutstraat 51 – 1315 EW Almere.

The judgment of Mr. van Tellingen is binding for both parties.

The provisions in sections 1 and 2 also apply to the person whose conduct is the subject of the complaint.

Article 14. Complaint Registration

Bold Coach Academy maintains records of written complaints filed with it and retains them for five years from the date of submission.