Any student (prospective or former student/external candidate) can lodge a formal complaint, appeal or objection. The Complaints Desk is located at Student Services on the 2nd floor of building Vrijhof.
Note that the Complaints Desk doesn’t handle the case itself but assesses the issue to decide on the follow-up. If necessary the Complaints Desk will send the case to the proper authorities. Your case will only be handled after the intervention of the Complaints Desk.
Maybe you have already discussed the matter without success with the concerning body or person, before you have submitted your complaint at the Complaints Desk. Or perhaps you might find this a difficult step to make your own. Or maybe you have questions about the procedure, or want some help in drafting a complaint. In that case it is well-advised to discuss the matter with a confidential advisor. Students can consult a student cousellor.
The Complaints Desk deals with education/student-related matters. It does therefore not include issues such as broken coffee machines or access cards, but for example:
- complaints on how the University of Twente or its employees or (administrative) bodies have behaved in a specific situation. These complaints will be handled by the Complaints Committee;
- objections to decrees issued by University of Twente administrative bodies (e.g. a decree relating to a decision by the Executive Board to allocate a sum for graduation support with which the student does not agree). These objections will be handles by the Arbitration Committee;
- objections to decrees by or on behalf of the Executive Board taken in the framework of the University of Twente Enrolment Regulation. These objections will also be handled by the Arbitration Committee;
- decisions by the Examination Board and examiners with which the student does not agree. The Board of Appeal for Examinations is responsible for the assessment.
If you wish to lodge a complaint, objection or appeal, you must do so in writing. You can send this to the Complaints Desk, address given below, or hand it in in person there. Please note: due to the corona virus, we ask you to scan your letter and email it to the Student Services Contact Centre. In addition to a clear explanation of the reason for your complaint in your signed letter, please also state your name, address, student number, telephone number and e-mail address. Add relevant documents.
Please note: the deadline for filling an objection or appeal is six weeks after the dispatch of the concerning decision.
The Complaints Desk will send you confirmation of receipt of the complaint within a few days. Subsequently your letter will be looked at in more detail and you will be informed how your complaint, objection or appeal is to be dealt with. In most cases, this will mean being dealt with by the Board of Appeal for Examinations, the Arbitration Committee or the Complaints Committee.
Certain decisions on objections taken by the Executive Board offer students the option to appeal to the Higher Education Appeals Tribunal. Where applicable, this option is indicated in the decision by the Executive Board.
For more information, please visit the website of Gedragscode Hoger Onderwijs for the Code of Conduct International Student in Dutch Higher Education. Additionally, there are video's available with general information about the Code of Conduct and the complaint procedure.
The Complaints Desk is located at Student Services on the 2nd floor of building Vrijhof.
Visiting address: building Vrijhof, room 239 B
Opening hours: Mondays to Fridays from 10:00 - 16:00 hrs.
Telephone: +31 (0)53 - 489 2124
Postal address: Complaint Desk/Student Services, P.O. Box 217, Vrijhof 239 B, 7500 AE Enschede, The Netherlands
More information on all kinds of University of Twente regulations can be found in the University of Twente Students' Charter: https://www.utwente.nl/en/ces/sacc/regulations/