Highberg Academy is a trading name of Gladwell Academy B.V.

1. Deadline for submitting a complaint

Complaints concerning the performance of the agreement must be submitted to Highberg Academy in a timely manner and must be complete and clearly described.

‘Timely’ means within a reasonable period after the (prospective) participant has discovered, or could reasonably have discovered, the issue concerned. Failure to submit a complaint within a reasonable period may result in the (prospective) participant losing their rights in relation to the complaint.

2. How to submit a complaint

Complaints must be submitted to Highberg Academy in writing or by email and must clearly state that the correspondence concerns a ‘complaint’.

Highberg Academy
Barbara Strozzilaan 201
1083 HN Amsterdam
The Netherlands

Or by email to: academy@highberg.com

Highberg Academy only handles complaints submitted in writing. We therefore recommend sending a complaint by registered post or requesting confirmation of receipt when submitting a complaint by email.

The (prospective) participant should clearly explain the nature and grounds of the complaint. To help us handle the complaint as efficiently as possible, please also include the name of the training course, the location and the name of the trainer concerned.

If the issue is relatively straightforward and can be resolved quickly, it may also be raised by telephone. Highberg Academy will then aim to propose a solution as soon as possible. You can contact the Project Coordinator or Lead Trainer on +31 (0)20 240 2244. We are available Monday to Friday from 8:30 am to 5:30 pm.

3. Confidentiality

Highberg Academy will always treat complaints confidentially.

4. Acknowledgement and handling of complaints

Complaints will be handled within 14 days. If necessary, this period may be extended by a maximum of a further 14 days.

If an immediate solution cannot be provided, we will indicate when further investigation will begin and when the complaint is expected to be resolved.

Complaints will be retained for a period of two years.

5. Dispute resolution for consumers

If a complaint cannot be resolved by mutual agreement, the matter may be referred for independent dispute resolution.

Gladwell Academy B.V., trading as Highberg Academy, will involve an independent third party. The decision of this independent third party is binding. Any resulting measures will be implemented as soon as possible.

De Geschillencommissie
PO Box 90600
2509 LP The Hague
The Netherlands
+31 (0)70 310 5310
www.degeschillencommissie.nl

6. Dispute resolution for businesses

NRTO training providers must comply with the NRTO Code of Conduct for Professional and Business Training.

NRTO promotes compliance with the applicable general terms and conditions and Code of Conduct by enabling complaints to be investigated and, where breaches are identified, appropriate measures to be taken.

If you believe that Highberg Academy is not complying with the applicable NRTO rules, you may submit a complaint to the Commissie Kwaliteitshandhaving (Committee for Quality Enforcement).

The client may submit a written complaint to this committee via the NRTO Secretariat.