EXIN continuously monitors the quality of its examinations, accreditation, and other services. However, it is possible that you have a complaint about something. You may, for example, disagree with the result of an examination that you have taken. EXIN follows clear and well‑documented procedures for complaint handling, objections, and appeals.

EXIN has a general complaints procedure for complaints about EXIN’s service provision, as well as two more specific complaints procedures: the Review and Objection procedure and the Objection and Appeal procedure. Detailed information on these procedures can be found in the Rules and Regulations for EXIN’s Examinations.

EXIN seeks to handle all complaints in a constructive, objective, and timely manner.

1                  Reasons Related to the Contents of an Examination: Review and Appeal

You disagree with the scoring of your examination by EXIN. You have failed your examination, but you are of the opinion, for example, that you did answer a specific question correctly and that you are therefore entitled to receive a certificate.

2                    Review

If this is the case, you can request to review the examination. During the review session, you can examine all examination documents, which enables you to substantiate why you think you are entitled to receive a certificate. If you still disagree with the decision after the review session, you have the right to appeal against that decision. Costs are involved in a review. To make an appointment for a review, please contact the Candidate Support department.

3                    Appeal

All appeals are handled by the EXIN Board of Appeal. EXIN’s Board of Appeal is an independent body. The Board of Appeal consults independent experts on the contents of the relevant case. Decisions made by the Board of Appeal are binding. You must file an appeal within a term of two months. This term starts on the date of the decision taken by EXIN that you wish to file an appeal against. Costs are involved in the filing of an appeal.

[N.B.: Review and appeal must have been effected within two months after the decision.]

Conditions:

  • Costs involved in an appeal must be paid in advance;
  • Fully completed Appeal Form;
  • Supporting information and substantiation of the appeal.

For more information on filing an appeal after a review, please contact the Candidate Support department. If your appeal is upheld by the EXIN Board of Appeal, the costs involved in the review and the appeal will be reimbursed to you.

4                  Breach of Regulations, Sanctions, et cetera: Objection and Appeal

You have taken an examination and EXIN did not award you a certificate because you are suspected to have committed fraud or to have breached the rules and regulations for examinations in any other way. You disagree with the sanction EXIN has imposed in case of (suspected) fraud or breach of the rules. In that case, you must first file an objection with EXIN. If this objection is rejected, you can appeal against that decision.

5                    Objection

You disagree with a measure taken or a sanction imposed by EXIN. EXIN has informed you of its decision in writing or by e‑mail. You can object this decision free of charge. You must lodge your objection within a term of two months. This term will start on the date of the decision made by EXIN that you wish to object against.

Conditions:

For more information on lodging an objection, please consult the Rules and Regulations for EXIN’s Examinations, or contact the Candidate Support department. If you disagree with a decision rejecting your objection, you have the right to appeal against it to the Board of Appeal.

6                    Appeal

All appeals are handled by the EXIN Board of Appeal. EXIN’s Board of Appeal is an independent body. Decisions by the Board of Appeal are binding. Appeals must be filed within a term of two months. This term starts on the date of the decision made by EXIN that you wish to appeal against. Costs are involved in filing an appeal.

Conditions:

  • Costs involved in filing an appeal must be paid in advance;
  • Fully completed Appeal Form;
  • Supporting information and substantiation of the appeal.

If you wish to file an appeal following an objection, please contact the Candidate Support department. If your appeal is upheld by the EXIN Board of Appeal, the costs involved in the appeal will be reimbursed to you.

7                  Complaints about Service Provision and Other Matters

If you have a complaint about our service provision or other matters, please contact the Candidate Support department. In most cases, our staff can handle your complaint immediately and can settle it satisfactorily. If this is not the case, your complaint will be registered and you will be informed by e‑mail on the handling of your complaint.

Sometimes, a complaint may lead to an appeal proceeding. This may be the case if the complaint is related to the administering of an examination, or the organization of examinations. If these have had a negative impact on your performance during the examination, which you can make plausible, the complaint will be considered to be an objection, and you have the right to appeal against a negative decision of EXIN on your complaint.

Again, appeals must be filed within a term of two months from the date of the negative decision by EXIN. In addition, the complaint must have been made within two months after the incident to which the complaint is related.