Physiotutors Online Courses B.V.
Version 1.0, valid from 6 November 2026

We want every course to be good. If something is not right, we want to hear it. This procedure applies to all online and in-person courses of Physiotutors Online Courses B.V.

Article 1. What is a complaint

1.1 A complaint is any written expression of dissatisfaction about a course, an instructor, our service or how we handled something, submitted by a participant or customer.

Article 2. How to submit a complaint

2.1 Send your complaint by email to info@physiotutors.com with “Complaint” in the subject line, or by post to Physiotutors Online Courses B.V., Zeilmakerstraat 20, 1991 JC Velserbroek, the Netherlands.

2.2 Please include your name, the course concerned, what your complaint is about and, if possible, what solution you would like.

2.3 Please submit your complaint within 6 months after the event it concerns.

Article 3. Who handles your complaint

3.1 Complaints are handled by Kai Sigel, director of Physiotutors Online Courses B.V.

3.2 If the complaint concerns Kai Sigel personally, Andreas Heck, director, handles it.

Article 4. Confidentiality

4.1 We always handle complaints confidentially. Only the people who need the information to handle the complaint see it. If we need to involve the instructor, we tell you first.

4.2 Submitting a complaint never has any negative consequence for you as a participant.

Article 5. Deadlines

5.1 We confirm receipt of your complaint within 7 days.

5.2 We give you a substantive response within 4 weeks after receipt.

5.3 If we need more time to investigate, we inform you within those 4 weeks, explain the reason for the delay and tell you when you can expect our response. The extension is never more than 4 more weeks.

5.4 Any measures we agree with you (for example a refund or extra access) are carried out within 14 days after our response.

Article 6. Internal review

6.1 If you do not agree with our response, you can ask for an internal review within 4 weeks. The other director (Article 3) then looks at your complaint again and responds within 4 weeks.

Article 7. Appeal to an independent third party

7.1 If you are still not satisfied after our response (Article 5) or the internal review (Article 6), you can submit your complaint to an independent third party: an independent jurist and mediator who is not our adviser and has no interest in the outcome. Send your appeal to info@physiotutors.com with “Appeal” in the subject line. We forward it unchanged to the independent third party within 7 days and send you their contact details.

7.2 The independent third party has no interest in the outcome and is not our adviser. They agreed in writing in advance to act in this role.

7.3 Please submit your appeal within 4 weeks after our final response. The independent third party hears both sides and gives a decision within 6 weeks.

7.4 The decision of the independent third party is binding on Physiotutors Online Courses B.V. We carry out any consequences within 14 days after the decision.

7.5 The appeal is free of charge for you. We bear the costs of the independent third party.

7.6 You always keep the right to go to the competent court.

Article 8. Registration

8.1 We register every complaint, how we handled it and the outcome.

8.2 We keep complaints and their handling for 2 years after the complaint has been closed.

8.3 We review all complaints at least once a year to improve our courses and service.