Complaints procedure

Mind Work Production B.V. and Mind Work Institute B.V. (hereinafter MW) strives for satisfied clients and makes every effort to realise expectations. Should you nevertheless not be satisfied and fail to reach a solution in discussion with the project team, you may submit a complaint. This document describes our complaints procedure. 

Submitting complaints

Complaints can be submitted in writing to: Mind Work Institute, attn: complaints handling department, Haarlemmerweg 317F, 1092GT Amsterdam. 

Receipt and handling of complaints 
  • The complainant will receive a written acknowledgement of receipt of the complaint within 7 days of its receipt 
  • The complaint will be treated confidentially 
  • Mind Work Institute will handle the complaint within four weeks of receipt. Should longer processing time prove necessary, Mind Work Institute will inform the complainant of the progress of the procedure 
  • Mind Work Institute will contact the petitioner after reviewing the case to reach a satisfactory resolution
  • Upon completion of the complaint, the complainant will receive written confirmation of the outcome of the proceedings 
  • If the petitioner does not agree with the outcome, he can refer this dispute to a judicial body.
Registration and retention period

All complaints are recorded and remain in the system unless the petitioner requests that the complaint be deleted after a period of at least 2 years.