Why This Complaints Procedure

We do our best to ensure your training goes smoothly. However, things may go wrong or turn out differently than you expected. If you’re dissatisfied with anything, please let us know. We take complaints seriously and view them as an opportunity to improve. In this policy, you’ll find out who to contact, how we handle your complaint, within what timeframes, and what you can do if you can’t reach a resolution with us.

This policy applies to all participants, clients, and other stakeholders involved in the educational programs of Hypnosis Institute Netherlands B.V.

Article 1 — To Whom Should You Submit a Complaint

We would appreciate it if you would first discuss any issue with your instructor or our customer service team. Often, the issue can be resolved quickly that way. If you are unable to resolve the issue that way, or if it involves something you would prefer to report formally right away, please submit your complaint to the complaints officer.

Mailing address for written complaints:

Hypnosis Institute Netherlands B.V., Attn: Complaints Officer,

Industrieweg 10r1566 JP Assendelft.

Article 2 — What to Include in Your Complaint

To properly address your complaint, we ask that you:

your name, address, phone number, and email address;

the training program and the group in question;

a description of your complaint and the date or period to which it relates;

what steps you’ve already taken and who you’ve been in contact with regarding this;

What you can expect from us:

Any documents that support your complaint.

Your complaint will be processed if it is submitted within one year of the incident, or within three months of completing your training, whichever is later. We will still process a complaint submitted outside of these timeframes if there are valid reasons to do so.

We cannot process anonymous complaints, as we would then be unable to provide feedback. If you would like to report an issue but do not want it registered as a complaint, please let us know.

Article 3 — Confidentiality

We always treat your complaint confidentially. That means:

Your complaint will only be shared with the individuals who need to be involved in your treatment;

The complaint file is kept separate from your participant file and is accessible only to the complaints officer and management;

Everyone involved in the treatment—staff, instructors, and examiners—is bound by a signed confidentiality agreement;

Submitting a complaint will in no way adversely affect your participation in the training program or your evaluation.

If your complaint is submitted to the independent professional disciplinary body, only the information necessary for that purpose will be provided.

Article 4 — Response Deadlines

Article 5 — Treatment and Possible Postponement

The ombudsman will investigate your complaint: he will review the documents, hear your side of the story, and hear from the instructor or staff member involved.

Whenever possible, he’ll invite you to a consultation—by phone, online, or in person—to work together toward a solution.

Within 4 weeks of receipt, you will receive a written and reasoned decision stating whether your complaint is valid, partially valid, or invalid, what measures we will take, and within what timeframe.

If more time is needed for review, we will notify you in writing within those 4 weeks. That message will explain why it is taking longer and provide the date by which you can expect a decision. The extension will not exceed 4 weeks; if even that is not feasible, we will notify you again with a new date.

Article 6 — Disagree with the resolution: appeal to an independent third party

If you disagree with the decision or the way it was handled, you can take the next step.

Appeal to the KTNO Complaints Committee. If you are still unable to resolve the issue, you can submit your complaint to the KTNO Complaints Committee (Foundation for Quality and Assessment of Nature-Oriented Education), the independent appeals body to which the Hypnosis Institute Netherlands is affiliated as an accredited training provider.

Submit your application via the contact form at ktno.nl/contact. The program details are available at ktno.nl/zorgverleners/klachtenregeling.

Deadline: in principle, within three months of completing the training; the committee may extend this deadline.

Composition: The committee consists of board members and a commissioner from KTNO, supplemented by at least one independent expert.

Process: You will receive a confirmation of receipt within 5 business days; the committee will review the admissibility of the case, request our written response, and, if necessary, hear from both parties.

Ruling: The committee’s recommendation is forwarded to the KTNO commissioner, who responds in writing within two weeks. That ruling is binding, unless an appeal is pending.

By using the name of this commission as an independent third party, we meet the requirement that appeals may be filed with a specifically named independent body. The option to take legal action also remains open at all times.

Article 7 — The ruling is binding on us

The Hypnosis Institute of the Netherlands accepts the ruling of the KTNO Complaints Committee, or that of the independent third party in the event of an appeal, as binding. We will implement the consequences resulting from that ruling—such as redress, a revised assessment, an additional service, or a refund—within 4 weeks of the ruling. We will notify you in writing as soon as this has been done.

Article 8 — Registration and Retention Period

Every complaint is recorded in the complaint registry, including: date of receipt, the complainant’s name, course and group, subject, practitioner, confirmation of receipt sent, substantive response, any reported delay, date of resolution, outcome, corrective action, and whether the complaint was referred to KTNO.

The registry is managed by the complaints officer and is accessible only to the complaints officer and management. Complaint files and the registry are retained for up to 2 years after resolution and then destroyed.

Once a year, management analyzes the complaint log: how many complaints there were, what they were about, how they were handled, and what patterns emerged. Structural causes are recorded in our improvement log and discussed during faculty meetings.

Article 9 — Final Provisions

This complaints procedure is published at worldhypnosisinstitute.com/klachtenregeling, is included in the course catalog for each program, and is referenced in Articles 17 and 18 of our terms and conditions. We provide the procedure free of charge upon request.

There is no cost to you for using this complaints procedure. The terms and conditions of KTNO apply to the procedure with that organization.

This policy was adopted by the board on July 1, 2026, and is reviewed annually.