Amsterdam Institute of Finance strives to achieve the best possible experience for its participants, but we understand that there may be times when a participant or client is dissatisfied with some aspect of what we have delivered.
In most instances, the issue can be resolved simply by discussing it with the person/s involved or raising the matter with a relevant faculty member, manager or AIF staff member.
If the matter is not successfully resolved via informal means, or the issue is of a serious nature, a formal complaint should be made in writing as soon as is reasonably possible. It is much more likely that the matter will be resolved satisfactorily if it is raised at an early stage.
Written complaints should state clearly the nature and origin of the issue/s, detail what steps have been taken to resolve it informally and (if applicable) explain why the outcome of the informal procedure is considered unsatisfactory. Complaints should be submitted to an AIF employee so that they may then be assigned to a member of the management team for review.
The manager will contact the complainant within 10 working days to outline the steps they intend to take and to give an indication of the date by which they anticipate being able to conclude their investigation and issue their response. This response will be issued within 30 days.
If the matter still has not been resolved to the participant or client's satisfaction and should an independent third party be required: AIF is a member of GeschilOnline.nl.
Once a decision has been made by GeschilOnline.nl the complainant will receive a written outcome within 30 days, which sets out details of the findings and, if the complaint is upheld, indicates what action will be taken. AIF will accept the outcome of GeschilOnline.nl unconditionally.
A record of the complaint will be kept at AIF for a period of 4 years from the date of the written outcome.
When a participant/client raises a complaint in good faith, AIF will take reasonable steps to ensure that by invoking the complaint procedures, the complainant is not subjected to less favorable treatment. However, if the complainant is found to have raised the complaint dishonestly or maliciously, the matter may be further addressed by AIF management.
All complaints will be dealt with confidentially.