General terms and conditions

You can find our general terms and conditions here.

Complaint procedure

At Online Academy we do everything possible to keep you satisfied as a customer. However, if you still want to file a complaint, we shall deal with it carefully. We are happy to look into what we can do to help you with your complaint.

Online Academy is part of the NCOI Group. This means that our complaints procedure runs according to the general terms and conditions of the NCOI Training Group.

You can send your complaint by post to
Online Academy
t.a.v. teamleider Advies en Voorlichting
Marathon 7, 1213 PD Hilversum;
Postbus 447, 1200 AK Hilversum;
the Netherlands


Online Academy
t.a.v. teamleider Advies en Voorlichting
Antwoordnummer 1160, 1200 VB Hilversum.
The Netherlands

Or by phone via +31 (0)35 – 7 506 178; or by email to

  • You shall receive a confirmation e-mail, that we received of your complaint, within 24 hours; and by post within 1 week at the latest.
  • The handling of the complaint is the responsibility of our management. We strive to handle your complaint to your fullest satisfaction.
  • You can expect a verbal, and then a written response (by post or e-mail), to your complaint within two weeks. If we need a longer period of time to investigate further, we shall notify you within 4 weeks. To let you know what kind of delay can be expected. We shall also give you an indication of when the outcome would be expected.
  • Your complaint and personal information shall only be shared confidentially with any persons involved in the handling of such complaint.
  • If you are not satisfied with the way in which your complaint is being handled, you can submit the complaint to the independent Stichting Geschillencommissie Consumentenzaken (Foundation for Disputes Commission Consumer Affairs in the Netherlands.) For more information, go to their website:
  • Online Academy will abide by the verdict of the Dispute Commission.
  • The retention period of the complaint is 5 years.