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Complaints Procedure

Fair, transparent and quick. Here is how to raise a concern about your studies, an exam or your experience at SRH Haarlem University of Applied Sciences, and what happens next.

Complaints procedure

Something not right? Tell us.

We value feedback from our students and are committed to addressing concerns promptly, fairly and transparently. Choose the route that fits your situation. Each one tells you exactly where to send your complaint and what happens next.

1

General complaints

Teaching quality, facilities, administrative processes or student services.

View the route → 2

Exam complaints

Exam administration, grading or any other part of the exam process or its outcome.

View the route → 3

Intimidation or discrimination

(Sexual) intimidation, harassment, discrimination or aggression. Confidential and with no time limit.

Talk to someone →
Route 1

General complaints (non-exam matters)

This procedure covers complaints about non-exam matters such as teaching quality, facilities, administrative processes and student services.

A complaint is any expression of dissatisfaction or concern, oral or written, about any aspect of the educational experience or services provided by SRH Haarlem University of Applied Sciences, excluding exam-related concerns.

Please include in your complaint
  • Specific details about the issue and the date of the incident
  • Names of the individuals involved
  • Any supporting documentation
  • Your name, address, student number, student year, phone number and email address
  1. Try to resolve it informallyDiscuss your concern with your lecturer or a staff member in the relevant department. Not satisfied with the outcome? Raise it with the Programme Director.
  2. Submit a formal complaint in writing complaints@srh-haarlem.comFormal complaints, non-exam matters
  3. AcknowledgementYou receive confirmation that we have your complaint.
    Within 5 working days
  4. Investigation and responseThe relevant department investigates and sends you a written response or invites you to a hearing.
    Within 20 working days
  5. Review by the Management TeamStill dissatisfied? You can request a review by the Management Team, which gives a final decision.
    Within 20 working days
Route 2

Complaints regarding exams

This procedure gives you a clear and transparent process for raising and resolving complaints related to exams, including exam administration, grading and related matters.

A complaint related to exams is any expression of dissatisfaction or concern about any aspect of the exam process or its outcome.

Please include in your complaint
  • The exam date and module name
  • The nature of your complaint
  • Your name, address, student number, student year, phone number and email address
  1. Try to resolve it informallyDiscuss your exam-related concern with your lecturer or administrators before making a formal complaint.
  2. Submit a formal complaint to the Examination Board examboard@srh-haarlem.comExamination Board
  3. AcknowledgementYou receive confirmation that we have your complaint.
    Within 5 working days
  4. Investigation and responseThe relevant department investigates and sends you a written response or invites you to a hearing.
    Within 20 working days

The rules for exams are set out in the Education & Examination Regulations of your programme.

Route 3

(Sexual) intimidation, harassment, discrimination or aggression

Students and staff can take these complaints to our external Confidential Advisor, De Vertrouwenskamer. These complaints have no time limit, and you do not have to take further action. You can simply talk.

More about the Confidential Advisor →

External Confidential Advisor
If the internal procedure does not resolve it

External review

Haarlem Institute for Higher Education, trading as SRH Haarlem University of Applied Sciences, is a member of the NRTO. This means the route for external review is open to you if the internal complaint procedures fail.

Geschillencommissie

You can take your case to the Commission for Disputes (Geschillencommissie Particuliere Onderwijsinstellingen) of the NRTO.

NRTO

As an NRTO member we follow the NRTO Code of Conduct and General Terms and Conditions.

Code of Conduct International Student

We are a signee of the Code of Conduct International Student in Dutch Higher Education. You can also file a complaint with the National Complaints Committee.

The official document
SRH Haarlem University of Applied Sciences complaints procedure, version 1.2, dated 2 November 2026
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