Complaints - Policy & Procedure – European Legal Training Center
Introduction
This document sets out the European Legal Training Center’s complaints policy and is aimed at customers, learners, and all interested parties who encounter a direct or indirect service from ELTC. It covers complaints that learners, members of the public, or customers may wish to make in relation to the qualifications and associated services offered by the European Legal Training Center.
If you are unhappy about the way an assessment was managed and you suspect malpractice may have occurred you should send your concern to us in accordance with the arrangements in our Malpractice and Maladministration Policy.
Review Arrangements
We will review the policy and its associated procedures annually as part of our self-evaluation arrangements and revise it as and when necessary in response to the customer, learner, or regulatory feedback.
How Should I Complain?
You should first try to sort out any problem at the earliest opportunity by speaking to the person who dealt with you. If they cannot help or you wish to speak to someone else, you can ask to speak to the Directors. If this is not possible, or if you are not satisfied with the help provided by the Director, please send a written complaint. You should complain in writing, normally within one month of the event, you are complaining about, and address it to us at the contact details outlined at the end of the policy.
What Details Do I Give?
When you contact us, please give us your full name, contact details including a daytime telephone number along with:
What Will Happen?
We will acknowledge receipt of your complaint within 5 working days, letting you know who is investigating your complaint. We aim to investigate the complaint within 30 days. If your complaint is more complex or involves people who are not available at the time, we may extend this to 60 days. We may contact you within this period to seek further information or clarification (in some instances we may recommend a meeting). At the end of the investigation, we shall write/email to inform you of our decision.
What happens if my Complaint is upheld?
If any part of your complaint is upheld we will of course apologize and give due consideration to how we can improve our service and arrangements - for example, by reviewing our procedures to assess the impact on our arrangements and assessment process (if relevant) or arranging for staff training. In extreme circumstances, disciplinary procedures may be exercised where the performance or behavior of our staff is deemed inappropriate.
What if I Disagree?
If you disagree with the decision the first point of call is the Director. If you are still unhappy with the decision taken by the European Legal Training Center in reviewing the complaint you can then take the matter through our Appeal arrangements which are outlined in our Appeals Policy. You may also complain directly to the relevant awarding organization;
Contact Us
If you’ve any queries about the contents of the policy, please contact us on +357 70088871 or via email at info@eltrc.com
Appeals Policy – European Legal Training Center
Introduction
The European Legal Training Center provides a high quality training solution. However we recognize that problems, disagreements and disputes can occur. In order to ensure that these events are resolved promptly the European Legal Training Center has the following appeals policy in place.
All learners will be made aware of the European Legal Training Center appeals procedure at the start of their course or qualification
Procedure
All appeals shall be submitted in writing to the European Legal Training Center within 30 days of the occurrence which prompts the appeal.
The European Legal Training Center will acknowledge receipt of the appeal within 5 working days.
The usual appeal process within the European Legal Training Center will follow:
The European Legal Training Center will then conduct an investigation in to the circumstances of the appeal. The Appellant shall be notified in writing as to the outcome of that investigation within 15 working days from the date of acknowledgement.
A detailed record of the investigation will be maintained by the centre as this will be monitored through the centre’s own self-assessment process.
