COMPLAINTS PROCEDURE

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As we desire to continually apply quality control and quality insurance BASI Pilates Benelux has a complaints procedure for the treatment of external complaints. At BASI Pilates Benelux the following regulations apply:

Section 1. Definitions

1. Complaint. In these regulations a complaint is defined as: a manifestation of (severe) dissatisfaction of a person or legal person about the conduct and/or statements and/or treatment of (an employee of) BASI Pilates Benelux.

Section 2. Conditions

2.1 Each student has the right to lodge a complaint after following a course or training at BASI Pilates Benelux.

2.2 The complaint may be addressed at BASI Pilates Benelux verbally or in writing.
Complaints can be sent by post to: BASI Pilates Benelux, Korteschimmelstraat 18, 1053SZ Amsterdam
Complaints can be emailed to: bookings@themovementpractice.com
The receipt of a written complaint will be confirmed in writing within 5 working days.
2.3 Complaints are always treated confidentially.

2.4 All parties concerned are to observe secrecy regarding data and information.

Section 3. No obligation to handle complaints

3.1 The complaint need not be considered if:

a. A complaint has already been or is being handled by another organisation;

b. The matter about which the complaint is lodged has taken place more than 3 months before the complaint is filed;

c. It concerns a matter against which the submitter can lodge a complaint with the organisation that has hired BASI Pilates Benelux. If this is the case, the board will forward it to the responsible organisation;

d. The complaint is anonymous.

3.2 If BASI Pilates Benelux decides not to take a complaint into consideration, the submitter and/or employer will be notified as soon as possible but no later than 10 days after the receipt of the complaint.

Section 4. The procedure

4.1 BASI Pilates Benelux:

a. Shall settle the complaint within 20 working days of receipt of the complaint;

b. May postpone the handling of a complaint for a maximum of 10 days. The submitter of the complaint will receive a written notification to this account stating the reason for delay;

c. The judgment of the independent third party will have a binding effect upon BASI Pilates Benelux; the consequences will be settled quickly by BASI Pilates Benelux.

Section 5. Members complaints committee

5.1 The complaints committee consists of Amy Cox and Sanne de Weijer. The independent third party is Ms. S. de Leeuw.

Section 6. Records

6.1 The complaint and the method of handling the complaint will be included in the student records. These records shall be saved for 5 years.

Drawn up and approved in Amsterdam on March 1st, 2022