Complaints procedure Islam-Wise.nl

Article 1 Definitions

In this scheme, the following definitions apply:

a. Accused: the person on whose decision or on whose acts or omissions the complaint

relates;

b. Student: a person who participates in a course, education or training at IslamWise.nl, provided he/she has agreed in advance with the general terms and conditions and the privacy policy and has paid the student contribution due.

c. Course: education, training, workshop, and what fits and resembles this;

d. Course provider: Islam-Wise.nl, company that specializes in offering and providing courses, training, education and the like. Islam-Wise.nl is led by a management, which also offers and provides courses. The director, Asma Claassen, is also ultimately responsible for the procedure of the complaints procedure.

e. Complaint: a complaint is an expression of dissatisfaction or dissatisfaction. A written document from a complainant or his authorized representative (student) showing that the complainant cannot agree with a decision, treatment, treatment or omission of an act, as a result of which the complainant can be deemed to be in his interest .

f. Complainant: any student or person involved who submits a complaint pursuant to these regulations. This can also be an employee/employee of Islam-Wise.nl.

Article 2 Filing a complaint

a. A student can contact various people within the organization of Islam-Wise.nl in the event of dissatisfaction or with a complaint. This can be an employee or with the director Mrs. A. Claassen.

b. Islam-Wise.nl always strives for good contact with its clients and focuses on restoring ties. This is why Islam-Wise.nl takes all forms of expression of dissatisfaction seriously and takes it up as a complaint in accordance with these regulations.

c. A complaint (including dissatisfaction) must be submitted in writing to a.claassen@islam-wise.nl. The director will accept the complaint and ensure proper handling.

d. The following information is required for handling a complaint:

i. the name, telephone number and (e-mail) address of the student;

ii. the name of the employee to whom the complaint relates;

iii. the date on which the act or omission took place;

iv. a brief description of the facts to which the complaint relates;

v. a description, if any, of steps already taken to resolve the complaint.

e. A complaint that is not dated is deemed to be dated on the day of receipt.

f. An employee of Islam-Wise.nl can also submit a complaint in this way.

Article 3 Complaint procedure

a. The director will contact the complainant no later than five working days after receipt of the complaint to inform him that the complaint has been processed.

b. Islam-Wise.nl will handle the complaint within 4 weeks after submission of the complaint.

c. After receiving the complaint, the director will focus her activities on finding a lasting solution and restoring the relationship between the complainant and the accused. She:

i. accepts the complaint and informs the complainant (and the accused) about the recorded complaint and the complaints procedure;

ii. will contact you (by telephone) within five working days for the first contact. This contact offers the opportunity to get more information and/or

resolve the complaint immediately. In the case of complaints resolved by telephone, it will send a written confirmation of the agreements made.

iii. applies adversarial procedure;

iv. advises the complainant (and the accused without substantive interference and partiality) about the possible solutions and the options for further complaint handling;

v. takes care of the handling of the complaints;

vi. registers the complaints and reports 'GDPR-compliant' its findings and events;

Article 4 Decision on complaint

a. Within four weeks, the complainant will receive a decision, which concerns an opinion on the merits of the complaint, error or dissatisfaction and whether measures will be taken as a result of that decision, if so, which ones; and if not, why not.

b. If a complaint is not dealt with, the person submitting the complaint will be informed of this within four weeks of receipt of the complaint. In this decision, reasons are given for why a complaint cannot be handled, for example because:

i. Islam-Wise.nl is not the subject of the complaint;

ii. a complaint has already been submitted about the same and it has already been dealt with or is still being dealt with;

iii. the complaint is already part of a dispute before the competent court.

iv. the complaint relates to conduct that took place more than 12 months before the complaint was filed;

Article 5 Complaint about director

Should the complainant have a complaint about the conduct, actions or omissions of the director. In that case, the complainant may contact the impartial complaints officer directly via info@slsjuristen.nl. mrs. S. Sabir will handle the complaint in accordance with these regulations.

Article 6 Appeal

a. If the complainant has a complaint about the director or if he wishes to appeal against the decision in accordance with Article 5 of these regulations, Mrs. S. Sabir, lawyer at SLS Juristen, the complaint. The complaint can be sent to info@slsjuristen.nl.

b. mrs. S. Sabir acts as an impartial complaints officer. It handles the complaint objectively. She:

i. accepts the complaint and informs the complainant and the accused about the recorded complaint and the complaints procedure;

ii. advises the complainant and the accused without substantive interference and partiality about the possible solutions and the options for further complaint handling;

iii. takes care of the handling of complaints;

iv. applies adversarial procedure;

v. registers the complaints and reports 'GDPR compliant' its findings and events;

vi. The complaints handler (Mrs. A. Claassen or Ms. S. Sabir) will contact you within five working days for the first contact. This contact provides the

possibility to obtain more information and/or to resolve the complaint immediately. If complaints are resolved by telephone, we will send a written letter, if desired

confirmation of the agreements made.

vii. will make a substantiated decision on the merits of the complaint no later than 4 weeks after receipt of the complaint.

Article 7 Archiving and retention period

a. The complaints handler/officer keeps all documents relating to a complaint in a file. A file is kept for a maximum of two years after the

handling of the complaint has been completed, unless there are compelling reasons to keep this data longer.

b. Documents relating to a complaint are not kept in the client's course file.

Article 8 Responsibility and confidentiality

a. The director of Islam-Wise.nl is ultimately responsible for the correct and adequate handling of complaints.

b. The director. ensures that every complaint will always be treated confidentially.

c. Anyone who is involved in the handling of complaints and who thereby has access to data of which he knows or should reasonably suspect the confidential nature is obliged to maintain confidentiality, except insofar as a statutory provision obliges disclosure or from his task in the execution of the complaint. the complaints procedure the need for disclosure arises.

Article 9 Personal data

a. The complaints handler/officer is responsible for recording the data in the context of the complaint handling in the system designated by Islam-Wise.nl;

b. Islam-Wise.nl can be regarded as a controller within the meaning of the General Data Protection Regulation (GDPR) and will ensure a

careful handling of obtained personal data.

Article 10 Applicability and amendment of the complaints regulations

a. The complaints regulations and the handling and settlement of complaints regulated therein are exclusively governed by Dutch law.

b. These regulations can be changed by Islam-Wise.nl. Changes do not apply to complaints already submitted. These regulations apply in the form

it has at the time the complaint is filed, even if the conduct to which a complaint relates occurred before that date.

c. In cases not provided for in the complaints regulations, the director of IslamWise.nl decides, against which an appeal can be lodged in accordance with article 7 of these regulations.

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