When you purchase a service from Panta Rhei Training Courses, it may unexpectedly happen that something is (was) not satisfactory or not satisfactory for you. If that is the case, we will be happy to talk to you to ensure that a suitable solution is found. The meeting will then take place with the Office Manager who is currently working for our training institute. If the nature of the dissatisfaction has to do with this person, your complaint will be forwarded to our management.
This document briefly describes our complaints procedure and the corresponding response times for us as an organization.
Prior to your complaint?
In the first instance, we ask you to talk directly to the person concerned about whom you are not satisfied. Take the following matters into account.
- Talk to those involved as soon as possible.
- Write down the points to be discussed for yourself.
- Give the space to jointly find a solution.
- Treat each other with respect.
You can’t figure it out? What now?
If you cannot reach an agreement with the parties involved or if you do not want to enter into a dialogue with the parties involved, you can submit an official complaint. You then submit the complaint in writing to the organization. We advise to stop other actions / conversations.
Below are the matters that you should take into account in your letter when you want to proceed with a complaint.
- Name, address, place of residence, telephone number(s), e-mail address(es)
- The relevant course(s) that you are following at Panta Rhei Opleidingen
- The date on which the letter is written
- A brief and clear description of the complaint, including any persons involved
- What do you expect from the complaints committee?
- A signature
- In the top left corner of the envelope, state “Complaint”
After we have received your complaint, we will send a confirmation of receipt within 2 weeks. Within 4 weeks of receipt, we will give you a substantive response to the complaint, if we declare your complaint to be well-founded, we will also offer an appropriate solution in this response. If the response to a complaint takes longer than the set deadlines, you will receive a message about this, no later than 4 weeks after receipt of your complaint.
If the solution offered is not suitable for your complaint, you can appeal again within 4 weeks of receiving it. We will then also process these again within the same periods mentioned above.
If the outcome of your appeal is not yet satisfactory, we advise you to consider a possible legal follow-up. Panta Rhei Opleidingen VOF currently does not have an official complaints committee.
Complaints are treated confidentially and stored at all times for a period of 3 years (36 months).
Complaints can be sent to firstname.lastname@example.org or by post to:
Panta Rhei Opleidingen V.O.F.