The language school “Leer Arabisch” is committed to providing the best quality courses to her students and clients. Therefore, we provide an official procedure for filing complaints.

1) Definitions
Leer Arabisch: the language school “Leer Arabisch” established in Amsterdam at the following address: Javakade 92, 1019 RV.
Complainant: the person who submits a complaint.
Complaint: a verbal or written expression of dissatisfaction at the way in which the service of ‘Leer Arabisch’ has taken place.
Respondent: the person against which the complaint is addressed.

2) Procedure for Filing Complaints
If you have complaints about the course, the teacher, compliance to the terms and conditions, the accommodation of the course, or other issues related to the language school, Leer Arabisch would like to hear them as soon as possible. Leer Arabisch will make sure to handle your complaint(s) and provide a solution as fast as possible.
Your complaint(s) will be handled as follows:
– At first, you may submit your complaint verbally to the person involved (the Respondent).
– The verbal complaint will be handled directly, if possible. The Respondent writes a report that has to be signed by the Complainant. The Complainant receives a copy of the signed report.
– In case no verbal agreement is reached, then you can submit your complaint in writing within two weeks to the course coordinator of Leer Arabisch: “Nayla Chebli”.
– You should clearly describe your complaint and your point of view. A complaint can never be submitted anonymously. In your letter please mention your: name, address, telephone number, the course, and the time of the course.

3) Handling of Written Complaints
If you have complaints about the course, the teacher, compliance to the terms and conditions, the accommodation of the course, or other issues related to the language school, Leer Arabisch would like to hear them as soon as possible. Leer Arabisch will make sure to handle your complaint(s) and provide a solution as fast as possible.

4) Confidentiality of the Complaints
Leer Arabisch shall treat all complaints in strict confidentiality.

5) Handling in Case of Non-Agreement
If no agreement can be reached between the Complainant and Leer Arabisch, Leer Arabisch shall then refer the matter to a third independent party: the “Nederlands Arbitrage Instituut”.
The decision of the “Nederlands Arbitrage Instituut” is binding for both the Complainant and Leer Arabisch. The costs of the arbitrage will be borne by the party deemed unsuccessful by the arbitration. Any consequences for Leer Arabisch shall be handled as quickly as possible. Leer Arabisch shall provide a time indication for that.
Leer Arabisch shall register all submitted complaints, as well as the method of handling and the duration of the procedure for a period of three years.