Feedback & Complaints procedure

Feedback and Complaints Procedure

Why a feedback and complaints procedure?

Zwiers Language & Exam Centre is constantly looking for opportunities to improve our service to our clients and we appreciate and value your feedback. When you comment and provide feedback, this improves our services to suit your needs and the needs of our clients.

Feedback and complaints

We strive to provide the best service to our clients and assure you that your feedback and complaints will be taken seriously. Our exams are conducted according to the standards laid down by the Cambridge English Language Assessment.  Even with the best of intentions, problems and misunderstandings sometimes occur. To prevent these and improve our service, we value your feedback and welcome any comments you may have.

Our responsibility

  • We assure you that we will take your complaint very seriously and strive to offer you our service in a respectful and professional manner
  • We will deal with your complaint promptly and efficiently
  • We will not be impartial on the grounds of gender, age, ethnicity, religion or any other grounds for discrimination
  • We will strive to investigate the problem to the best of our abilities
  • We will offer you a solution in the best possible manner

What is the procedure?

Your complaints can be sent directly to us by email and this will be dealt with confidentially and with utmost discretion. 



Zwiers Language & Exam Centre

Tusseler 30

7241 KE Lochem 

Please ensure that you provide a thorough description of the problem. You should include:

  • Your full name
  • Candidate number
  • Address and phone number(s)

You will receive  a response of receipt of your complaint within two weeks. We may consider consulting with Cambridge English Language Assessment or with your educational institution. Processing your complaint may take some time, please allow for three weeks. In the case that, we can’t respond in the given time, we will inform you of the delay within the given time.

In the case of dissatisfaction concerning our response, please contact:

Zwiers Language & Exams Centre

Complaints Manager

Mrs Esther Kool

Tusseler 30

7241 KE Lochem


Note that: The opinion of the appellate body is binding against your complaint.

Your complaint will be reviewed and you will be notified of any developments. Should you require further review of the problem, you can contact the ombudsman in the Netherlands at 

Complaints are kept on file for two years after which they will be destroyed.