Complaint Procedure

In the event that a Client submits a complaint or objection, the following actions are taken:

A conversation between the account manager (Sales Department) and the Client to clarify the situation immediately after the submission, but no later than within 2 business days. If possible, the conversation should take place in the form of a face-to-face meeting.

If the issue is complex and the account manager’s conversation with the Client does not resolve it – gathering and analyzing information related to the project (e.g., analysis of training evaluation surveys, discussions with participants, conversation with the trainer).

Based on the information provided by the account manager (point 2), the President or a Board Member conducts a corrective conversation with the Client and agrees on a solution and the next steps within 7 business days from the date of submission.

If the Client’s complaint is found to be justified, possible solutions may include, among others:

– Replacement of the account manager or trainer if the complaint concerns their work

– Granting a discount on the next training session

– Repeating the training session

– Conducting follow-up sessions or individual meetings with participants

The complaint handling process is always supervised by the President or a Board Member. They also implement corrective actions within the project and take preventive measures to avoid similar incidents in the future.