Complaints procedure

We treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.

If you have a complaint about BSDL, our courses, teachers or employees, first try to resolve the issue with the person in question. Explain your complaint and ask for a response. If this does not lead to a satisfactory solution, you can follow this complaints procedure.

Please contact the complaints office of BSDL. The office will submit your complaint with the person or department in question and requests for a satisfactory solution. If you do not agree on the outcome, you can contact the TU Delft Ombudsman.

The complaints office of BSDL falls under the BSDL board and is managed by the BSDL office staff. Based on the details of your complaint, the complaint manager (head of BSDL) will determine how and by whom your complaint should be resolved. In some cases the complaint manager may personally resolve your complaint, or directly forward it to the Ombudsman.

The complaint office of BSDL does not treat complaints about undesirable behaviour, discrimination or (sexual) harassment. For help and advice in these matters you can contact the confidential advisors of the TU Delft.

Submit a complaint to the BSDL complaints office:

You can make a complaint in a number of ways:
by e-mail: bsdl-edu@tudelft.nl

or in writing to:
Stichting BSDL
Complaints office
Julianalaan 67
2628 BC Delft
the Netherlands

Please include the following:

  • Date
  • Your contact details
  • Course name and date
  • A description of the complaint (including the date of the incident)
  • The reason for filing your complaint
  • Have you already discussed the complaint with someone? If so, with whom?

You can always first discuss your complaint in person with the complaint manager. Please make an appointment via email: bsdl-edu@tudelft.nl.

After receipt of your complaint you will get a confirmation within five working days. Within four weeks after receiving your complaint we will make a decision. If more time is needed, the term of four weeks will be extended with another two weeks.

Ombudsman

If your do not agree on the solution to your complaint, you can contact the ombudsman. As an independent party, the ombudsman negotiates between the complainant and the subject of the complaint. He can advise the proper authority, namely the board of BSDL.

Please find the contact details of the ombudsman here or send an email to ombudsman@tudelft.nl.

Objection and appeal

You can send a notice of appeal by mail to:

Board of the BSDL foundation
Prof.dr. I.W.C.E. Arends (vice president)
Julianalaan 67
2628 BC Delft

You can submit a notice of appeal within 6 weeks. This term starts the day after the decision on your complaint was sent.

After receipt of the notice of appeal you will get a confirmation within five working days. Your objection will be handled within six weeks. If necessary, the term of six weeks can be extended with another six weeks. If more time is needed, we will ask for your cooperation in extending the term in writing.

The notice of appeal should include the following:

  • Name and contact details
  • Date
  • Signature
  • A description of the decision you are objecting to (please include a copy of the decision)
  • The motivation for your appeal (arguments why the decision would not be correct)

A notice of appeal will be submitted to an advisory committee. The committee will investigate the possibility of an amicable settlement. If this is possible, the procedure will be ended but otherwise the appeal will be handled. A hearing will follow, after which the committee will advise the board. The board will decide on the appeal, which will be communicated by mail.

In the event of immediate urgency, you can request for an urgency procedure. The president of the committee will decide if this is the case. If so, the committee will advise as soon as possible, after which the board can make a decision within four weeks.

If you do not agree on the decision, it is possible to object within six weeks at the court of The Hague: Rechtbank te ’s-Gravenhage, Prins Clauslaan 60, 2595 AJ Den Haag, the Netherlands.