Not happy about something? Let us know.

A complaint concerns the course, training, home study or activity you followed with us, or the way we treated you. The procedure below consists of 4 steps and applies to everyone who has enrolled with Human & Horse Academy as a private individual.

Step 1: you file the complaint

Send your complaint in writing to course coordinator Pascaline van der Linden at pascaline@humanhorse.nl. She handles your complaint confidentially. Include in your email:

• your name and contact details
• the course, training or activity it concerns
• a clear description of what happened and what you expect

If you follow a course through a business enrolment (your employer pays), you file the complaint with the NRTO at keurmerk@nrto.nl or +31 30 267 3778.

Step 2: we handle the complaint

You receive a substantive response within 14 days of receipt. If we need more time to look into everything properly, we let you know in good time and tell you when you can expect the response.

Step 3: we look for a solution together

We take every complaint seriously. We discuss the situation with you and with the teacher or staff member involved, and agree on an appropriate solution together. Every complaint and how it was handled is recorded in a file that we keep for at least 4 years.

Step 4: if we cannot resolve it together

If you are not satisfied after our handling, as a private participant you can submit the dispute to De Geschillencommissie (the Dutch Foundation for Consumer Complaints Boards) or to the competent court. The ruling of De Geschillencommissie is binding on us. Any consequences are settled within the set period.

Quality and conduct

Human & Horse Academy is a member of the Dutch Council for Training and Education (NRTO) and acts according to the NRTO code of conduct (pdf, Dutch). That code also applies to teachers, trainers, freelancers and partners who work on our behalf. The general terms and conditions of the NRTO apply to our courses.