Quality & complaints
Bogaers Taleninstituut B.V. is a member of the NRTO, the Dutch trade association for private training providers. On this page you can see what that means for you: our quality commitments, all terms and conditions, and what you can do if you are not satisfied about something.
Member of the NRTO
As an NRTO member we work according to the NRTO code of conduct: a clear offer, honest information and careful treatment of learners and clients.
Trade association for private training providers Read the NRTO code of conduct →Clear terms and conditions
The NRTO terms and conditions apply to all courses, supplemented by Bogaers' own terms. All documents are available below as PDFs.
NRTO + Bogaers supplement View the general terms and conditions →Privacy & cookies
Our privacy statement explains which data we process and why; the cookie statement describes which cookies the site uses.
Transparent and GDPR-compliant Read the privacy statement →Terms and documents
Which set of terms applies depends on who concludes the agreement: a consumer (private individual) or a business client. These are the current documents:
Questions and complaints
If you have a question or complaint about our services, please let us know as soon as possible via info@bogaerstalen.nl or 013 536 21 01. We will confirm receipt and aim to respond within ten working days. If we cannot resolve the matter together, you can, as a consumer, submit the dispute to De Geschillencommissie Particuliere Onderwijsinstellingen, the Dutch disputes committee for private educational institutions (degeschillencommissie.nl), in line with Article 16 of the NRTO consumer terms.
Complaints procedure
Definition of a complaint: a complaint is an expression of dissatisfaction about a service provided, a person or a product. We regard it as input for improvement.
Article 1. Complaints can be submitted via info@bogaerstalen.nl. Management confirms receipt of the complaint within 7 days. Complaints are handled confidentially and archived; the complaints archive is kept for at least 4 years.
Article 2. Management provides the complainant with all relevant information regarding the complaint.
Article 3. Within a maximum of 2 weeks after receipt of the complaint, the complainant is given the opportunity to explain the complaint. A report of this explanation is drawn up and sent to the complainant.
Article 4. Within 3 weeks of the hearing, management takes a decision on the complaint. This decision is communicated to the complainant in writing and includes the findings, conclusions, responses and handling of the complaint.
If the complainant disagrees with the decision, he or she can turn to De Geschillencommissie Particuliere Onderwijsinstellingen (Disputes Committee for Private Education Institutions), P.O. Box 90600, 2509 LP The Hague, +31 70 310 53 10, degeschillencommissie.nl.
Complaints and evaluations are discussed and reflected on annually. Incidental complaints are discussed directly and less formally than structural complaints.
Right of withdrawal (consumers)
If, as a consumer, you conclude a distance contract for an educational service (for example via this website), you have a fourteen-day cooling-off period during which you may dissolve the agreement without giving reasons, as set out in Article 5 of the NRTO General Terms and Conditions Consumer Market. You can notify us of a withdrawal in writing or by email via info@bogaerstalen.nl; you will receive a confirmation from us.