University Complaints Coordinator

You can file a complaint with the University Complaints Coordinator if you disagree with the conduct of an employee of the University Corporate Offices (UBD) or the University Library (UBU).

Examples of complaints for the University Complaints Coordinator
  • An employee of the UBD or UBU treats you in a unfriendly or intimidating way when requesting information.
  • You have reported a problem with access to digital resources to the UBU, but receive no help or feedback for a substantial amount of time.
  • Erroneous or misleading provision of information by the UBD or UBU.
  • The UBD processes a change in student registration incorrectly, causing a student to be temporarily unable to access university systems.

Is your complaint related to subject other than the behaviour of (an employee) of the UBD or UBU? Please read here whom you can contact in this situation.

Contact

Email

Julia Krijbolder
Anita Schmale

Postal address

Student Services
P.O. Box 80125
3508 TC Utrecht

Complaint procedure

Sometimes a complaint can be resolved informally (through a conversation). If this is not possible, you can file a formal complain. The formal complaint procedure proceeds as follows:

  1. You file a complaint with the University Complaints Coordinator.
  2. A copy of the complaint is sent to the person about whom the complaint is made.
  3. Both you and the person to whom the complaint relates are asked by the University Complaints Coordinator for an explanation and/or a response.
  4. The University Complaints Coordinator prepares a recommendation for the Executive Board.
  5. The Executive Board formally settles the complaint.

Duration of the procedure

The period in which the complaint must be dealt with is, in general, 10 weeks. It is possible to reach a solution during the procedure. In this case, the procedure will be terminated earlier.

Was your complaint not dealt with properly?

If you think your complaint was not handled properly, you can contact Roel Notten, the Ombuds Officer Students. The Ombuds Officer Students offers independent and impartial help with problems or complaints about unreasonable treatment within Utrecht University.

Ombuds Officer Students

National Ombudsman

It is also possible to file a complaint with the National Ombudsman.

National Ombudsman (Dutch)