Complaint Procedure

GO SURPASS LIMITS makes every effort to select professional trainers/coaches and does a regular evaluation of their work. In addition, GO SURPASS LIMITS takes care to actively manage the digital learning environment and the knowledge platform both in terms of content information and the availability of these websites themselves. (GO SURPASS LIMITS is a trademark of the IK OVERTREF ME company, dutch Chambre of Commerce #67994709)

procedure.

  1. The purpose of this complaint procedure is to restore relations between the complainant and GO SURPASS LIMITS , as well as to continually improve the operation of GO SURPASS LIMITS and its trainers/coaches.
  2. A complaint is a problem experienced by the complainant regarding the trainer/coach’s actions or omissions within the framework of the coaching relationship, regarding the operation of the online learning environment, regarding GO SURPASS LIMITS ‘s knowledge platform and/or regarding a financial dispute with GO SURPASS LIMITS resulting from those circumstances.
  3. A complaint is submitted in writing to the general director of GO SURPASS LIMITS or another member of the board by email (email address: info@ikovertrefme.nl) and should include the following information:- name, address, email address and phone number of the complainant, – the name of the trainer/coach to which the complaint may relate, – a brief description of the complaint and relevant information about it.
  4. Within 48h GO SURPASS LIMITS will send an acknowledgement of receipt to the complainant.
  5. Complaints will be considered only to the extent that the facts to which the complaint relates are not older than 3 months. After that period, a complaint is no longer admissible.
  6. Any complaint will be handled confidentially by the management of GO SURPASS LIMITS. The latter will get in touch with the trainer/coach involved, if any, to give notice of the receipt of the complaint and to hear the trainer/coach’s response to it.
  7. From the time the complaint is filed, there will be no direct contact between the complainant on the one hand and the trainer/coach involved on the other. All contacts (emails, correspondence, telephone) will be directly between the complainant and the management of GO SURPASS LIMITS
  8. If the circumstances warrant, an internal or external confidential advisor will be appointed to advise the management of GO SURPASS LIMITS regarding the handling of the complaint.
  9. Within 20 working days of the acknowledgement of receipt, the management of GO SURPASS LIMITS will make a decision regarding the complaint and any financial claim made by the complainant. The management will notify the complainant of its reasoned decision as soon as possible.
  10. The complaints procedure is free of charge. Any costs of (legal) assistance, travel expenses and other costs incurred by the parties will be borne by them.