​We want to hear from you if something has not met your expectations. Your feedback helps us put things right and improve our service.

To make a complaint, please send an e-mail to our official complaints address: FIBEr@kuleuven.be

This is the address we use to receive and register all complaints.

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What to include

To help us look into your complaint quickly, please tell us:

• your project or report reference (if you have one);

• your name and contact details, so we can get back to you;

• a description of what happened and what you would like us to do.

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What happens next

Acknowledgement.

We will confirm that we have received your complaint. Where possible, we will keep you informed of progress along the way.

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How we handle it.

Every complaint follows the same clear steps:

1. Received — your complaint is registered.

2. Validated — we check that it relates to work FIBEr is responsible for.

3. Investigated — we gather and review the relevant information.

4. Decided — we reach a decision on the outcome.

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The outcome is reviewed and decided by someone who was not involved in the original work, so your complaint is looked at with fresh eyes.

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Closure.

When your complaint is resolved, we will send you formal notice that it is closed, together with the outcome.

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Fairness and confidentiality

• Complaints are handled confidentially and fairly, and with impartiality.

• Making a complaint is free of charge.

• Raising a complaint will not disadvantage you in any way, now or in the future.

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