The National Ombudsman is conducting an investigation into how complaints are handled at the University of Groningen (UG). This investigation was triggered by a complaint from medical student Jaap Pesman.
Pesman fought for nearly three years against what he saw as an unjust evaluation during a clinical rotation. He received a ‘not yet on track’ rating – a failing grade – which required him to complete two additional rotations.
He claimed he was treated unfairly by the examiner with whom he had a conflict. Pesman challenged the decision at every possible level but faced setbacks each time. It wasn’t until April 2024 that he won his case at the Council of State. However, this victory cost him almost two years of study delay.
Mapping the situation
The investigation aims to clarify exactly what happened, says Merel Kaptein, spokesperson for the National Ombudsman. ‘We are looking into this individual’s complaint, how it was handled, and whether it was done appropriately’, she says. ‘We aim to help both the complainant and the organisation.’
There are other indications of issues in complaint handling within the medical program. For instance, the UG’s ombudsperson also raised concerns last year about the vulnerable position of clinical interns.
Not taken seriously
The Inspectorate of Education has also received complaints about the UG’s complaint procedures. These complaints come from various programmes, according to spokesperson Lukas Verbunt. ‘We are currently evaluating whether and how these signals should be followed up.’
Two years ago, the Inspectorate published a study showing that students in higher education often don’t know where to file a complaint. Many students also have little confidence that their complaints will be taken seriously.
‘The students who have filed an official complaint are more often dissatisfied than satisfied with how their complaint was handled’, the Inspectorate wrote. It is still unclear when the Ombudsman’s investigation will be completed. ‘But such an investigation typically takes several months’, Kaptein notes.