Privacy and Cookie statement
For our Privacy & Cookie statement, we refer you to the Privacy & Cookie statement of WUR.
Code of Conduct
The Wageningen University Fund follows the code of conduct of Wageningen University & Research (WUR).
The WUR code of conduct is shaped by a WUR-wide framework of house rules and rules of conduct with regard to integrity, privacy and manners, and applies to all WUR employees and students. This describes how we deal with each other and with the outside world. WUR also has regulations that provide for complaints procedures in the event of abuse, such as the Whistle-blower Policy and the Complaints Procedure Undesirable Behaviour, and has a system in place to provide assistance and guidance in tackling undesirable behaviour. In addition, WUR has drawn up an Anti-corruption Code for personnel involved in international projects. The framework of various codes and rules can be consulted on the WUR Integrity and Privacy page.
WUR together with all other Dutch universities, united in the VSNU, has drawn up a statement on social safety at the Dutch universities, which was published in April 2019.
The UFW employees are employed by WUR. In accordance with other WUR employees, they have signed in their letter of appointment to, among other things, comply with the Integrity Code Wageningen University & Research and to mention their ancillary activities in line with the Regulations Ancillary Activities Wageningen University & Research.
Complaints procedure
The complaints procedure applies to alumni, donors, potential donors and applicants for scholarships and grants. This policy does not cover complaints from staff, who should refer to UFW’s internal policy on such matters. Complaints are treated confidentially. All information will be handled sensitively, shared only with those who need to know and following any relevant data protection requirements.
The University Fund Wageningen (UFW) attaches great importance to the correct handling of complaints: after all, maintaining a good relationship with alumni, donors and other stakeholders is essential for the fund. Collaborating with our alumni and philanthropic partners is at the heart of UFW's work. UFW views complaints as a chance to put things right for the person or organisation that has made the complaint, and to make sure that, wherever possible, relationships are repaired. Complaints are considered a valuable source of information about the functioning of the UFW, based on which we can improve our working methods and processes. Also, comments, useful tips on how we can do our work better or wishes are noted. This gives us more insight into what is important for our alumni and donors and what we can work on as an organization to prevent complaints.
Definition of a complaint
A complaint is any expression of dissatisfaction about any aspect of UFW, encompassing UFW in general or any UFW service, product or employee.
Submit a complaint
Complaints can be submitted to the UFW in the following ways:
- in person
- by phone: +31 (0)317 484054
- by email: ufw@wur.nl
- via the contact form
- in writing: PO Box 9101, 6700 HB Wageningen
Answering a complaint
Complaints submitted in person or by telephone will be handled immediately as much as possible. If an investigation has to take place in order to resolve the complaint, an appropriate timeline will be agreed upon during the initial contact.
Written complaints, received via the contact form, e-mail or post, will be handled as soon as possible, but in any case within five working days, by telephone or in writing. If handling takes more time, an acknowledgement of the complaint will first be sent to the person who reported the complaint to UFW. This acknowledgement will say who is dealing with the complaint and when the person complaining can expect a reply.
UFW is active on social media and monitors reactions on these channels. We will respond to this as soon as possible. If more investigation is needed, this will be indicated, and we will inform the complainant when to expect a reply.
Report
A complaints logbook is used the register all complaints received, so that it is visible on which subjects complaints have been received. Based on the logbook, a report is submitted to the board at least once a year. Based on this, the board can adjust the policy to prevent complaints about the same subject in the future. The management report, which is published annually together with the annual accounts, states how many complaints have been received, the nature of the complaints, how they were handled, and if they were resolved satisfactorily.
