December 2024, Aalsmeer

Article 1 – Purpose of the Complaints Procedure
The purpose of this complaints procedure is to handle complaints from participants in a careful, confidential and effective manner.

Article 2 – Publicity and Accessibility
The complaints procedure is public and available on our website. Information about the complaints procedure is provided on the website.

Article 3 – Procedure for Filing Complaints

  1. A complaint can be submitted in writing or by email via info@simflying.nl for the attention of Toby Enzerink.
  2. The complaint must include:
    • Name and contact details of the complainant;
    • Description of the complaint;
    • Involved training and any relevant data.

Article 4 – Confidentiality
All complaints are treated confidentially. Only those directly involved will have access to the information.

Article 5 – Response times

  1. A confirmation of receipt will be sent within 7 working days.
  2. Within 4 weeks of receipt, a substantive response will be provided and you will receive the proposal for handling your complaint. If more time is needed, the complainant will be informed of this with an indication of the expected term.

Article 6 – Handling of Complaints

  1. The complaints officer investigates the complaint and involves relevant parties.
  2. The outcome will be communicated to the complainant in writing.

Article 7 – Right to appeal

  1. If the complainant is not satisfied with the handling, he or she can appeal to an independent third party.
  2. The independent third party is appointed in the complaints procedure and is a party that provides binding advice.
  3. SimFlying respects the binding advice and handles any consequences promptly.

Article 8 – Registration and Retention Period

  1. All complaints and the manner in which they are handled are recorded.
  2. The registrations are kept for 5 years.