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Language Centre Complaints Procedure

The Language Centre aims to provide optimal service. Should you not be fully satisfied with any of the services provided by the Language Centre, however, please let us know.


What is a complaint understood to mean?

We understand a complaint to mean a written statement of dissatisfaction with a service or staff member of the Language Centre.

Discuss the Problem

Before using the general complaints procedure, we advise you to first discuss the problem with those directly involved. If your complaint involves the course content, for instance, this should be discussed with the lecturer. If you would like to change to another group, contact your lecturer or the Secretary's Office. In many cases, a solution will not be far away. Should you have a complaint about a correction or translation provided by the University Correction and Translation Service, we advise you to contact one of their staff first.

Procedure

  • Should you have a complaint, please set it out in detail in a letter or e-mail, stating ‘complaint’ as subject.
  • Send your complaint by mail to: Language Centre University of Groningen, PO Box 716, 9700 AS Groningen, or send an e-mail to languagecentre@rug.nl, stating ‘complaint’ in both cases.
  • Within a week of receipt, you will receive confirmation of receipt of your complaint.
  • Your complaint will be dealt with by the complaints committee, comprising the director and the section head relevant to your complaint.
  • Should your complaint concern the section head, the complaints committee will comprise the director and another section head. If your complaint concerns the director, the complaints committee will comprise two section heads.
  • You may perhaps be invited to further explain your complaint in person and to discuss possible solutions. If you follow the procedure as described above we will always attend to your complaint. You will receive an answer to your complaint within 20 days.

The Complaint

To ensure we have a fair idea of your complaint, please include the following in your letter or e-mail:

  • Personal details: name, address, telephone number and e-mail address.
  • The service you are complaining about, providing as many details as possible (such as the course code, the reference number of a translation, name of lecturer, when the course took place, et cetera).
  • The nature of the complaint (what were your expectations, which expectations were not met).
  • The steps you have taken to resolve the complaint and how this went (for instance by contacting the lecturer or secretariat).

Not satisfied?

If you are not satisfied by how your complaint has been dealt with by the Language Centre complaints committee, please consult the Blik op Werk College Arbitrage Inburgeren (available in Dutch only) or visit the following page about the Blik op Werk complaints hotline

We hope, however, to have been able to deal with the matter to your satisfaction at an earlier stage.

Last modified:15 September 2017 9.21 p.m.
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