Complaints procedure Embed AI

Effective as of 1 January 2025

This complaints procedure applies to all courses, training sessions, workshops and other services offered or delivered by Embed AI, including in-house and tailor-made training for law firms and other organisations. The procedure is public and is provided on request. The Dutch version is the authoritative text.

Filing a complaint

You file a complaint in writing by e-mail via info@embedai.nl or by letter to Embed AI, Rivium Westlaan 46, Capelle aan den IJssel, the Netherlands. Include your name and contact details, a clear description of the complaint, the date the complaint relates to and any relevant attachments.

Article 1: General provisions

Definitions

Embed AI: the training institution that provides training and courses for, among others, lawyers in the field of AI and related legal topics.
Participant: the person who attends or has registered for a course, workshop or training at Embed AI.
Complaint: any written expression of dissatisfaction from a (prospective) participant or client about the services of Embed AI, the content or organisation of a course, the acts or omissions of employees or trainers, or any other matter related to the activities of Embed AI.
Complainant: the (prospective) participant, client or their authorised representative who files the complaint.
Complaints officer: the person or committee within Embed AI charged with handling and resolving complaints.
Management: the statutory or de facto management of Embed AI, ultimately responsible for the policy of Embed AI.

Scope

This complaints procedure applies to all courses, training sessions, workshops and other services offered or delivered by Embed AI, including in-house and tailor-made training for law firms or other organisations.

Purpose

Handling complaints in a careful and transparent manner.
Monitoring and improving the quality of the services of Embed AI.
Restoring any breach of trust between the complainant and Embed AI.
Preventing similar complaints in the future.

Publication

This complaints procedure is public and is provided on request. The procedure is available on the Embed AI website and, where relevant, attached to the general terms and conditions or quotation and course documentation.

Article 2: Filing a complaint

Manner of filing

The complainant files the complaint in writing, by e-mail or letter, addressed to the complaints officer of Embed AI. Contact details can be found on the website and in the course documentation.
In exceptional cases a complaint can also be reported verbally or by telephone. The complainant is then asked to confirm the complaint in writing so Embed AI can register it correctly.

Content of the complaint

Name and (e-mail) address or other contact details of the complainant.
A clear description of the nature and content of the complaint.
The date the complaint relates to, for example the date of the course or of the act or omission.
Any relevant attachments, such as e-mails, quotations or course information.
If the complaint is filed by an authorised representative, a written authorisation from the complainant is added where necessary.

Filing term

The complainant preferably files the complaint within four weeks after the moment the dissatisfaction arose or could have been identified.
Embed AI may decide to also handle complaints filed after this term where this is considered reasonable.

Article 3: Receipt and registration

Acknowledgement of receipt

Within five working days of receiving the complaint, Embed AI sends a written acknowledgement to the complainant, stating the date of receipt, a brief summary of the complaint, the name of the complaints officer and the expected handling term.

Complaints register

Embed AI keeps an internal complaints register recording at least: the name of the complainant and any parties involved, the date of receipt and resolution, a brief description of the complaint, the procedure followed and outcome, and any follow-up actions and improvement measures.

Article 4: Handling the complaint

Independent handling

The complaints officer is not directly involved in the event or subject of the complaint, to safeguard objectivity and independence.
If the complaint concerns the complaints officer, or the officer cannot act independently, management appoints another complaints officer.

Investigation

The complaints officer gathers all relevant information and may request additional information from the complainant, trainers, coordinators, employees or third parties involved.
The complaints officer assesses whether a conversation with the complainant or others involved is necessary for careful handling.

Term

The complaints officer aims to decide on the complaint within four weeks of the acknowledgement and to inform the complainant accordingly.
If more time is needed for further investigation, the complainant is informed within this term of the reason for the delay and the new handling term of at most four additional weeks.

Both sides heard

If the complainant or others involved are heard, Embed AI invites them for a telephone or in-person conversation or offers the opportunity to respond in writing.
The complainant is given the opportunity to respond to relevant information the complaints officer has received from people within Embed AI or from external parties.

Article 5: Decision and measures

Decision and reasoning

The complaints officer decides in writing on the (un)foundedness of the complaint, including the reasoning, any proposed solutions or measures, a term within which measures are implemented and a reference to the possibility of reconsideration.

Remedial and preventive measures

If the complaint is declared (partially) founded, Embed AI takes appropriate remedial measures, for example repeating a course component, a (partial) refund of the course fee or a personal conversation.
Embed AI may implement improvements in its organisation or course processes based on the findings, to prevent future complaints.

Article 6: Appeal and external review

Reconsideration by management

If the complainant does not agree with the decision of the complaints officer, they may request a reconsideration by management in writing within two weeks of receiving the decision.
Management reviews the complaint and the earlier decision and decides in writing within four weeks of receiving the reconsideration request. This decision is binding within the organisation of Embed AI.

External dispute resolution

If the complainant still does not agree with the outcome after reconsideration, they may involve an external body, such as a disputes committee or the civil court, depending on the nature of the complaint.
On request, Embed AI informs the complainant about the options for external dispute resolution.

Article 7: Confidentiality and privacy

Confidentiality

The complainant, Embed AI and the persons involved in the complaint treat all information about the complaint and its handling confidentially.
Embed AI does not share substantive information about the complaint with third parties without the explicit consent of the complainant, unless legal obligations require otherwise.

Privacy

Embed AI handles the complaint in accordance with applicable privacy legislation (GDPR).
Personal data is used only for the purpose for which it was provided and is not kept longer than necessary.

Article 8: Recording and evaluation

Registration and archiving

All complaints and their handling are recorded in the complaints register. This register is kept for at least two years from the date the complaint was resolved.
Information from this register is used only for quality purposes and, where necessary, shared with the Netherlands Bar (NOvA), provided the complainant consents or a legal obligation applies.

Periodic evaluation

At least once a year, Embed AI evaluates the registered complaints and their outcomes as part of quality management.
Management assesses whether the measures taken are adequate and whether structural changes are needed in, for example, course content, teaching methods or organisational processes.

Improvement actions

The outcomes of the complaints analysis may lead to adjusting or renewing course content, policy or organisational procedures.
Any improvement actions are included in the quality meetings and recorded in the annually updated quality plan.

Article 9: Other provisions

No adverse consequences

A participant who files a complaint does not suffer any adverse consequences for their participation in the course, their assessment or their relationship with Embed AI.

Entry into force

This complaints procedure enters into force on the day of publication and remains in force until a revised version is adopted and published.

Final provision

In cases not covered by this complaints procedure, the management of Embed AI decides with due observance of reasonableness and fairness.