Complaints service point

Complaints Service Point (CSP)
Welcome to the Complaints Service Point. As of the first of September 2013, this Service Point is the central contact point within MSM where students can submit their objection, appeal or formal complaint, both for academic and non-academic complaints.

Complaints
A complaint relates to behavior towards you. You cannot submit a complaint about a general rule or scheme. Complaints can relate but are not limited to e.g. sexual harassment and favoritism.

If you consider the complaint to be serious enough, or if it is not possible to find a satisfactory solution informally, you can contact the CSP:
– Complaints about your study program, faculty and facilities will be dealt with by the Manager Education Operations or the Manager Research Operations.
– Non-academic complaints will be dealt with by the CSP.

Objection and appeal
You can submit an appeal against a (written) decision directed at you personally that has been taken by the Examination Board or an examiner, such as examination results or admission to a master’s program. These appeals are dealt with by the MSM Board of Appeal for Examinations, in accordance with the ‘Regulations of the MSM Board of Appeal for Examinations’.

Contact
In any case, you have to submit your case at the Complaints Service Point (CSP). The CSP will make sure that your case is forwarded to the correct body or person. From now on, it is no longer necessary for students to check if you are sending your case to the correct body. There is one central point to submit your objections, appeal or formal complaint.

Although it is not always compulsory, it is advisable to contact the institution or person who is the originator of the unfair or improper treatment before lodging a formal appeal or complaint. This may often result in the problem being solved.

You can submit your objection, appeal or complaint to: complaints@msm.nl
The CSP is taken care of by:
– Ms. Marion Rutten, Director Human Resources and Legal Affairs
– Ms. Liliana Bedoya, MPhil, Senior Officer Global Education Programs and Quality Enhancement

Cases will be dealt with confidentially.

Relevant documents:
Appeal Form
Regulations of the Board of Appeal for Examinations
Non-academic Complaints Procedure

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