Do you have a complaint?

We feel it is very important that you are satisfied with our services and your interactions with WTOL Academy. If this is not the case, we would like to know, so that we can improve. For example, the complaint can relate to the quality and content of the training course or the conduct (behaviour) of employees. To handle your complaint the best we can, we have a complaints procedure.

1. Are you dissatisfied, or do you have a complaint? You can call us during working days from 8:00 AM to 5:00 PM: 085 27 35 181. Sometimes we can resolve your complaint as soon as possible. If not, the employee will discuss the further procedures with you.

2. Do you want to submit a written complaint? Please follow the steps below. Make sure you describe your complaint as completely as possible, so that we can help you as quick and effective. If you have a written complaint, send it by email to the management: info@wtol-academy.nl

Include the following in the email:
1) What happened that made you dissatisfied.
2) Your address and contact details.
3) Which location, department, and possibly which employee the complaint concerns.
4) Whether you would like a response from us after you have submitted the complaint.”

Do you want a response from us after you have submitted the complaint? Then indicate what you think the solution to the complaint should be. For example, an offer of apologies, or by responding by telephone or in writing.

3. After you have submitted a complaint in writing, an employee will call you within 3 working days. For a complaint submitted by letter, that period is 7 working days. We will then discuss the content of your complaint.

4. If we were unable to reach you by phone, you will receive confirmation by email from us, stating that we have received your complaint.

5. Would you also like to explain your complaint verbally? If so, you will receive an invitation. We do our best to handle your complaint within 3 weeks.

6. The complaints are handled by an independent employee, who is not personally involved and will handle your complaint objectively.

7. Please note: for objections to an exam or your exam result, please contact our external examination organization, SVH.nl

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