Complaints Procedure for Elearning.Concept7

1. Purpose of the complaints procedure

This complaints procedure is intended to provide a structured and transparent process for submitting, registering, investigating and resolving customer complaints relating to Concept7’s services or products.

2. Person responsible for complaints

The CEO of Concept7 is responsible for receiving and handling complaints.

3. Submitting a complaint

Complaints may be submitted through the following channels:

In writing or in person:
Concept7 B.V.
Peizerweg 97
9722 AJ Groningen
The Netherlands

Email:
hallo@concept7.nl

Telephone:
+31 (0)50 36 00 233

4. Complaints handling procedure

• Complaints will be registered as soon as possible after they have been received.

• The person responsible will investigate the complaint and seek an appropriate solution.

• The complainant will receive confirmation of receipt within three working days.

• Within 14 days of receiving the complaint, the complainant will receive a written response outlining the findings of the investigation and any measures taken.

5. Time limits

We aim to resolve complaints within 14 working days of receipt.

In exceptional circumstances, this period may be extended. The complainant will be informed of any extension in a timely manner.

6. Confidentiality and privacy

All complaints will be handled confidentially, and the complainant’s privacy will be respected at all times.

Personal information will only be used for the purpose of handling the complaint.

7. Publication of the complaints procedure

This complaints procedure is available on our website and can be provided to interested parties upon request.

8. Review of the complaints procedure

This complaints procedure is reviewed and updated periodically to ensure that it continues to comply with applicable legal requirements and the needs of the organisation.