Complaint Resolution
This complaint policy is designed to deal in a careful and transparent manner with complaints from participants in education, courses and training provided by Summit Dentistry.
1. Defenitions
- Complaint: Any expression of dissatisfaction by a participant with the services provided by Summit Dentistry.
- Participant: A person attending a course, course or training at Summit Dentistry.
- Complaint handler: The responsible person within Summit Dentistry who handles the complaint.
2. Filing a complaint
A complaint may be filed by a participant in a Summit Dentistry course or training. The complaint must:
- To be submitted within 30 days of the course;
- To be sent in writing via email: marco@summitdentistry.nl or via the complaint form below;
- To include the following information:
- Name and contact information;
- Course name;
- Date and location of the course;
- Clear description of the complaint;
- Possibly a desired solution.
3. Treatment of the complaint
Within 5 working days of receiving the complaint you will receive an acknowledgement of receipt if you send us an e-mail. If you send the complaint via the complaint form, you will automatically receive a confirmation. The complaint will be dealt with substantively within 15 working days. If this is not feasible, the participant will be notified with a new deadline.
The complaint will be assessed by the management or a designated independent employee within the organization. If necessary, contact will be made for additional information or an interview.
4. Verdict and settlement
Within 4 weeks of receipt, you will receive a reasoned response to the complaint in writing. If the complaint is found to be valid, an appropriate solution will be proposed, such as:
- (partial) refund of registration fees;
- retake or new course date.
5. Appeals
If the complainant does not agree with the outcome, they can file an objection with an independent third party. Rob Kuijpers of Mediation Zwolle can be reached as an independent third party via email rob@mediationzwolle.nl. Kuijpers will contact you within 10 working days with a solution/proposal for settlement. The decision of this independent party is binding for Summit Dentistry. Once the complaint has been resolved, a concluding report will be made. This concludes the procedure.
6. Confidentiality and registration
All complaints are handled confidentially. Complaints and how they are handled are recorded and kept for at least 2 years. Summit Dentistry uses complaints as input to improve the quality of its services.
Complaint form
"*" indicates required fields
Contact
For complaints or questions about these regulations:
Summit Dentistry
E-mail: marco@summitdentistry.nl
Date last modified:
8-6-2025