Complaints and feedback

Direction wants all its clients, participants and business relations to be satisfied with its services. In all our contacts, we attach great importance to personal and professional communication.

Even so, things may sometimes turn out differently than expected. If that happens, we would like to hear from you. This allows us to look for an appropriate solution together and to learn from what has happened. We hope that your trust in us can be restored through a constructive conversation and careful handling of your complaint.

Complaints may be submitted verbally, in writing or by using the form below. We ask you to submit your complaint no later than 2 weeks after the service has been delivered.

You can address your complaint to:

Direction Europe BV
Attn. Management
Oude Enghweg 2
1217 JC Hilversum
The Netherlands
E-mail: info@dir.nl
Telephone: +31 35 603 79 79

You will receive written confirmation of receipt of your complaint within 2 working days.

The handling of the complaint is the responsibility of the relevant programme manager, Marco Schreurs and/or Robert Smit. If necessary, a member of the board will also be involved. Every complaint will be treated confidentially.

Within 2 weeks after receipt of the complaint, you will receive a written or verbal response regarding the handling of your complaint, depending on the nature of the complaint. If more time is needed to handle the complaint carefully, you will be informed accordingly. In that case, we will explain the reason for the delay and indicate a reasonable timeframe within which the complaint will be handled.

If Direction Europe BV and the complainant are unable to reach a solution together, the complaint will be submitted to an independent third party: Het Juridisch Netwerk Nederland. The decision of this independent party will be binding on Direction Europe BV. Any measures or consequences arising from this decision will be handled by Direction Europe BV within 30 days.

Direction records all complaints and the way in which they are handled. These records are retained for a period of 5 years.

For further information about our complaints procedure, please refer to our General Terms and Conditions.