Complaints Procedure 

If the complaint is relatively minor, the parent or student may initially raise it with the teacher in question or with the tutor or boarding mentor. If after this, the matter is not satisfactorily resolved, the parent or student should contact the Academic Director or Operations Manager (boarding matters) to discuss it further. If the complaint is more serious, parents or students may contact the School Director. 

Where a complaint cannot be resolved informally through discussion, the complaint may be referred to the Supervisory Board.  If the complaint is still unable to be resolved, then the complaint will be heard by an independent hearing panel. 

Parents/guardians (and students) can be assured that all concerns and complaints will be treated seriously and confidentially. Eerde IBS is here for your child and you can be assured that your child will not be penalised for a complaint that you or your child have raised in good faith. 

NOTE: the complaints procedure does not apply to an appeal against a permanent exclusion. This will be dealt with under the school’s exclusion policy.

Timeframe 

All complaints will be handled seriously and with sensitivity. They will be acknowledged as soon as possible but no later than within five working days. It is in everyone’s interest to resolve a complaint as speedily as possible. Eerde IBS’s target is to aim to find resolutions to complaints within 28 working days where possible.

The Eerde IBS Complaints Policy can be found here: https://www.eerde.nl/about-eerde/policies-and-documents/ 

Concerns, Complaints and Feedback Form

Students are also welcome to contact us via the below internal form.