Students

The central university departments include:

  • Corporate Offices
  • Utrecht University Library

Informal

If you have a complaint or a suggestion, there are several courses of action available. You may opt for an informal approach: finding out whether the Student Services information desk can address your complaint. If this is not possible in the short term, the desk will ensure that your complaint is passed on to the appropriate person. You can also approach the person who caused the problem and attempt to reach an amicable solution with them.

Formal

If you consider the complaint to be serious enough, or if it has not been solved to your satisfaction, you can submit a formal complaint. Formal complaints are submitted using the digital complaints form.
Your complaint will be dealt with by the university complaints coordinator.

Ms M.A. Merton, Master of Laws
Student Services
Postbus 80125
3508 TC Utrecht
T: +31 30 253 7000

What are the procedures?

If you consider the complaint to be serious enough, or if it has not been solved to your satisfaction, you can submit a formal complaint. Formal complaints are submitted using the digital complaints form.
Your complaint will be dealt with by the faculty complaints coordinator.

The formal complaints procedure will then take place as follows:

  • A copy of the complaint will be sent to the person to whom the complaint refers.
  • The complaints coordinator in your faculty will ask both you and the person you are complaining about for an explanation/reaction (i.e. you will both be ‘heard’).
  • The complaints coordinator then draws up recommendations for the Dean of the faculty.
  • The Dean will consider the complaint formally.

Dealing with the complaint must take no longer than 10 weeks.
It is, of course, possible for a solution to be found during the procedure. The procedure can then be terminated.

If you believe your case has not been handled properly, you can turn to:

The National Ombudsman
Postbus 93122
2509 AC The Hague
T: +31 70 356 3563
www.nationaleombudsman.nl

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General information