Complaints Procedure
Lagant Academy BV & Lagant Management Consultants BV

Version 2.0, adopted by Management on July 24, 2026. This regulation replaces all previous versions and is published on lagant.nl/klachtenprocedure.

1. Purpose and principles

Lagant Academy BV and Lagant Management Consultants BV (hereinafter: Lagant) strive for satisfied participants and clients. Nevertheless, it may happen that someone is not satisfied with our services. This procedure describes how a complaint can be submitted, who handles the complaint, within what time limits this occurs, and what appeal options are available. Every complaint is treated confidentially at all times: only the persons involved in the handling have access to the complaint and the accompanying correspondence.

2. Definitions

Complaint: any written expression of dissatisfaction regarding the services provided by Lagant, including the organization or content of a training course, its execution, the conduct of employees or trainers, or the administrative handling.

Complainant: the participant or client who submits the complaint.

Working days: Monday to Friday, with the exception of public holidays recognized in the Netherlands.

3. Accessibility and answering questions

Lagant can be reached on working days by telephone and by email at ln.tnagal@gninnalp . Questions of an administrative nature or relating to education, such as questions about planning, invoicing, or study guidance, will be answered within two working days. This response time is stated on the website and in the automatic confirmation of our email.

4. Filing a complaint

A complaint must be submitted in writing, either by email to ln.tnagal@gninnalp or by post to Lagant Academy BV or Lagant Management Consultants BV, Stationsplein 26, 3818 LE Amersfoort, for the attention of the Director. Please include your name and contact details, a description of the complaint, the relevant training or service, and, if applicable, relevant dates and attachments. A complaint may also be reported verbally to any Lagant employee; the complainant will then be asked to confirm the complaint in writing so that it can be processed.

5. Roles and responsibilities

Every Lagant employee is responsible for the proper receipt of a complaint and forwards it to the director without delay.

The Director of Lagant Academy BV, Mr. G. (Guus) Linnemann, is the complaints handler. The Director acknowledges receipt, investigates the complaint, hears the parties involved where necessary, establishes the causes, ensures an appropriate solution, and monitors deadlines. The Director registers the complaint and its handling in the complaints registration system and analyzes the registered complaints at least annually, with recommendations to prevent new complaints and to improve processes.

If the complaint relates to the director himself, the complaint shall be handled directly by the independent third party referred to in Article 7 (Privilege).

6. Treatment periods

The complainant will receive a written acknowledgment of receipt within five working days of receipt of the complaint, containing the name of the caseworker and the processing time.

Every complaint will be responded to substantively within ten working days of receipt.

The complaint will be handled within four weeks of receipt. If more time is required for a thorough investigation, the complainant will be notified in writing within these four weeks, with an explanation for the delay and an indication of the timeframe within which a decision will be provided.

7. Appeal following the internal complaint handling

For private participants and clients (consumers), the following applies: if the complainant disagrees with the outcome of the complaint handling process, the dispute may be submitted to the Disputes Committee for Private Educational Institutions, P.O. Box 90600, 2509 LP The Hague, www.degeschillencommissie.nl, in accordance with the NRTO General Terms and Conditions for the Consumer Market. A dispute may be submitted to the Disputes Committee after this complaints procedure has been followed without a solution being reached. Lagant is affiliated with the Disputes Committee through its NRTO membership.

For business clients, the following applies: if the client disagrees with the outcome of the complaint handling process, a written appeal may be lodged within four weeks of the decision with the independent third party appointed by Lagant: Voorrecht. Voorrecht is not an employee, director, or shareholder of Lagant and handles the appeal impartially. The appeal may be addressed to ln.tnagal@gninnalp stating "appeal complaints procedure"; Lagant will forward the appeal to Voorrecht without delay. The decision of the Disputes Committee or Voorrecht, respectively, is binding on Lagant. Any consequences of the decision will be handled by Lagant within four weeks of the decision. In addition, the option to submit the dispute to the competent court always remains.

8. Monitoring of compliance via the NRTO

Lagant is a member of the NRTO and operates in accordance with the NRTO Code of Conduct. Business clients who believe that Lagant is not complying with the NRTO Code of Conduct or the General Terms and Conditions may also submit this complaint to the NRTO Quality Enforcement Committee via the NRTO secretariat. Compliance with the Code of Conduct and the General Terms and Conditions is promoted by the NRTO by investigating complaints and taking measures in the event of detected infringements.

9. Registration and retention period

Every complaint is registered in Lagant’s complaint registration system, containing at least: the date of receipt, the name of the complainant, a description of the complaint, the person handling the complaint, the correspondence conducted, the solution offered, and a determination of whether an agreement was reached thereon. Complaints and the manner of their handling are retained for at least four years, in connection with the frequency of the NRTO quality mark audits.

10. Publication and adoption

This regulation is public and is published on lagant.nl/klachtenprocedure. Amendments are determined by the management. The version number and date are updated with every amendment.

Adopted in Amersfoort, July 24, 2026.

AW Linnemann, director of Lagant Academy BV and Lagant Management Consultants BV