The Complaints Service Point is the central contact point within Maastricht School of Management where students can submit their formal complaint, for both academic and non-academic complaints.
MSM defines a complaint as any expression of dissatisfaction that warrants a response.
Complaints include but are not limited to:
- Inappropriate or unacceptable behaviour
- Academic integrity
- Unequal treatment
If you have been subjected to any of the above mentioned matters, and you wish to discuss it with our student counsellor or you want the student counsellor to act as a mediator, you can contact MSM’s student counsellor. Everything you will discuss will be treated with extreme confidentiality. Find more information about MSM’s student counsellor here.
It is also possible that you do not agree with a Final Decision taken by the MSM Examination Board. In this case, you can contact the MSM Board of Appeal for Examinations. More information can be found here.
You should raise your complaint at the earliest opportunity. MSM will not handle complaints that are submitted more than three months after the events occurred to which the complaint relates.
When you would like to file a complaint, you are asked to submit the following information:
- Full name and student ID number;
- Intake (group) no;
- MSM or Partner Institution name;
- Program location (city and country);
- Full information about the complaint;
- How you would like MSM to resolve the matter;
Stage 1: Local informal resolution (within three months after the event)
Before filing an official complaint, you should first attempt to resolve any issues on an informal, local level together with the Education Officer or person to whom the complaint relates. It is expected that the majority of complaints will be solved through informal discussions at this level.
Stage 2: Filing an official complaint with the MSM Complaint Service Point
If a mutual, informal agreement has not been reached, or you feel unable to speak to the person/body directly, you can instead file a complaint. The Complaint Service Point will make sure your complaint is forwarded to correct body or person within MSM. The body or person dealing with your complaint will provide you with a conclusion within 20 working days.
Stage 3: Investigation by the Director of Education or the Director Research School and Online Education
When you are not satisfied with the outcome of stage 2, you can request an investigation by the Director of Education or the Director Research School and Online Education. They will respond within 20 working days after receipt.
Stage 4: Appeal
If there is still no satisfactory outcome, you have the opportunity to submit an appeal to the Dean, who will take a decision within 20 working days.
You have 10 working days between the outcome of each formal stage to make a submission to the next stage, in case you should not be satisfied with the outcome.
Code of Conduct for International Students
The Code of Conduct contains agreements on the treatment of international students. Maastricht School of Management (MSM) has committed to comply with this Code of Conduct.
Please find the Code of Conduct here.
If you feel that MSM has not adhered to the Code of Conduct, you can file a complaint to the Complaints Service Point (CSP). You can submit this complaint to email@example.com.
In case you feel that MSM has not adequately dealt with your complaint, you can send your complaint to the National Committee. For more information, click here.
You can submit your complaint to: firstname.lastname@example.org.
The Complaint Service Point is taken care of by:
- Ms. Marion Rutten, Director Human Resources and Legal Affairs
- Ms. Liliana Bedoya, MPhil, Manager Quality Enhancement
Cases will be dealt with confidentially.
If you re still not satisfied with the decision or the way MSM dealt with the complaint, you can lodge a petition with the National Commission.