Complaints policy

Our members strive for high quality and accurate service, in compliance with BONAPA guidelines. Part of that is acting according to rules and legislation associated with cultural exchange programs.


In spite of the fact that our members do their utmost to ensure a good service to their respective clients, there are always things that can go wrong. We are glad to hear your complaints with the objective of improving our services. Besides that we will do anything within our possibilities to keep you as a client. We will look for a fitting solution to your problem together.

Who can file a complaint?

Filing a complaint with BONAPA is possible for any of our clients.

We regard the following as clients:

  • A host family
  • An au pair
  • Any directly concerned party that works together with a member of BONAPA, such as agents or travel agencies/li>

If it is not immediately clear whether a party is ‘directly concerned’, this will first be determined by the BONAPA complaints committee. Only complaints by clients of BONAPA members will be taken into consideration.

Guidelines for the complaints procedure

Any complaint will be judged according to both rules and legislation and the general terms and conditions and rules of conduct of BONAPA and the au pair agency.

Only complaints about a specific service of one of the members of BONAPA – as described in point 4 of the complaints procedure – will be taken into consideration. The complaint should also be related to the factual use of rules and legislation, the general terms and conditions and code of conduct of BONAPA, combined with the cultural program of the member.

Furthermore, a complaint can only be taken into consideration if a formal written complaint has been sent to the involved agency and an agreement could not be reached.

How do I submit my complaint?

Please submit a written complaint via e-mail to

The complaints procedure will start within 28 days after reception. Concerned parties will be informed whether the complaint is viable for consideration or not.