Complaints Procedure – Emotion Codex B.V.
Last updated: August 14 2026
This document outlines the official complaints procedure of The Emotion Codex B.V. and has been established in accordance with the quality standards applicable to CRKBO-registered educational institutions.
The Emotion Codex B.V. is committed to addressing complaints carefully, transparently, fairly and confidentially.
This complaints procedure applies to any expression of dissatisfaction concerning:
A complaint may be submitted by any participant, student, student-client or commissioning organisation.
Complaints must be submitted in writing by email to:
The Emotion Codex B.V.
Email:
The complaint should include:
The complainant is encouraged to provide any relevant supporting information that may assist in assessing the complaint.
Every complaint will be handled with strict confidentiality.
Information concerning the complaint will only be shared with persons whose involvement is necessary for the proper investigation and resolution of the complaint.
Complaints, correspondence concerning their handling, and the resulting resolution will be registered and securely retained by The Emotion Codex B.V. for a period of five years.
Personal data will be handled in accordance with applicable privacy and data-protection legislation.
The complainant will receive written confirmation of receipt within five working days after the complaint has been received.
The Emotion Codex B.V. aims to investigate and resolve the complaint within four weeks of receipt.
If additional time is reasonably required to investigate the complaint properly, the complainant will be informed in writing before the end of this period.
This notification will explain the reason for the delay and indicate the period within which a substantive response or decision can be expected.
The complainant will receive the outcome of the complaint procedure in writing.
If the internal complaints procedure does not lead to a satisfactory resolution, the complainant may submit the matter to the independent third party appointed by The Emotion Codex B.V.
The appointed independent third party is:
Ineke Hoogland acts independently of The Emotion Codex B.V. in assessing complaints referred to her under this procedure and has no involvement in the original decision or circumstances giving rise to the complaint.
Both the complainant and The Emotion Codex B.V. will be given a reasonable opportunity to provide relevant information and explain their position.
The decision of the independent third party is binding on The Emotion Codex B.V.
Any consequences or corrective actions resulting from the decision will be implemented by The Emotion Codex B.V. promptly and appropriately.
Submitting a complaint in good faith will not adversely affect a participant’s position within an educational program or their relationship with The Emotion Codex B.V.
The Emotion Codex B.V. considers complaints an important part of its quality assurance and will, where appropriate, use their outcomes to improve its programs, procedures and services.
