Considering filing a complaint?
Complaints within a university can relate to both academic and administrative processes, as well as to inappropriate behaviour. For instance, a decision may have been made regarding grades, admission, or financial support, but there may also be behaviours from a staff member that make you feel uncomfortable. Issues like these can be discussed informally or, if necessary, followed up through formal procedures.
Informal
You may be able to resolve your complaint or issue informally by discussing it directly with the person involved. This way, you may be able to come to a good solution together. In addition, there are various ways to address your complaint, objection, or issue. This also applies if a conversation with the directly involved person has not led to a solution, or if you want more information about the procedure or help in drafting a complaint. Depending on what feels most comfortable for you, you can choose to:
Formally file a complaint with the Complaints Desk
If you disagree with a decision, or if you were not able to resolve your issue or situation informally, you can file a formal complaint as a student or former student. This can be done at the Complaints Desk.
We ask that you do this digitally by emailing studentservices@utwente.nl. The letter must be signed and include a clear motivation, your name, address, student number, phone number, and email address. Attach any relevant documents. The letter must be submitted in PDF format. It is also possible to print out the letter and hand it in at the Student Services desk.
The Complaints Desk does not handle the submitted issue itself but determines what should be done with the matter and, if necessary, forwards it to the (legally) competent body of the University of Twente. A competent body will only handle a matter submitted directly to it after intervention by the Complaints Desk.
What kind of complaints can I file?
These usually concern matters in the education-student relationship. So, it’s not about broken coffee machines or access cards, but for example:
- Complaints about how the UT or an employee or (governing) body behaved toward you on a specific occasion (conduct). These complaints will be assessed by the Complaints Committee.
- Objections to decisions made by UT governing bodies (e.g., a decision by the Executive Board under the FOBOS regulation granting a financial allowance or reward that you disagree with). Such objections will be assessed by the Disputes Advisory Committee. You must file an objection within six weeks from the date the decision was announced.
- Objections to decisions made by or on behalf of the Executive Board within the framework of the UT Enrolment Regulations. These objections will also be handled by the Disputes Advisory Committee. Again, you must file within six weeks from the announcement of the decision.
- Appeals against decisions by the Examination Board and examiners with which you disagree. The Board of Appeal for Examinations (CBE) is responsible for assessing these. You must file an appeal within six weeks from the date the decision was announced.
The procedure
You will receive an acknowledgement of receipt from the Complaints Desk within a few days. Then your letter will be reviewed in detail, and you will be informed as soon as possible about how your complaint, objection, or appeal will be handled. In most cases, the matter will be handled by the Board of Appeal for Examinations, the Disputes Advisory Committee, or the Complaints Committee of the University of Twente.
Procedure Board of Appeal for Examinations (CBE)
Do you disagree with the decision of an examiner or the examination board of your programme, such as a grade for a course, rejection of a request for an extra resit or, for example, with an NBSA? You can submit a notice of appeal.
- Always keep in mind the 6-week appeal period: your notice of appeal must reach the Complaints Desk within 6 weeks of the date of the decision.
- Is this not possible? The submit a pro forma appeal within 6 weeks. In this case, you must let it be known in time that you disagree with the decision. You will then be given a period in which to submit your grounds for appeal.
If you submit a notice of appeal too late, your appeal may be declared inadmissible. Only if you file late due to a very special personal force majeure situation can the appeal still be considered. But such a force majeure situation is not considered to exist easily.
- After receiving your appeal, you will sometimes be asked for additional information.
- The person who took the decision (defendant) will be asked whether an amicable settlement is possible. This means that the defendant invites you for a meeting to discuss the issue.
- If this discussion does not lead to a solution, the defendant will prepare a response to your appeal. You will receive a copy of this response.
- You will then indicate whether the response is reason for you to withdraw or continue your appeal.
Hearing
- If you pursue the appeal, a hearing will be scheduled where you are expected to attend. The defendant will also be invited to the hearing.
- At the hearing, you will be heard by the CBE. If you want legal assistance, feel free to organise it yourself.
Decision of the CBE
- After the hearing, you will receive a written decision from the CBE. This will state whether the decision you appealed is upheld or whether the defendant must make a new decision.
- Do you disagree with the CBE's decision? Then you can appeal that decision to the Raad of State within six weeks.
As a student, you pay a court fee of € 50. The court fee is the amount you have to pay to have your appeal heard. As a student, you will also not be ordered to pay your educational institution's legal costs if you are ruled against.
Contact
The Complaints Desk is located at Student Services in the Contact Centre.
More information on all kinds of UT regulations can be found in the University of Twente Students' Charter.