{"id":21653,"date":"2025-07-02T23:18:32","date_gmt":"2025-07-02T23:18:32","guid":{"rendered":"https:\/\/elite2you.com\/complaints-handling-policy\/"},"modified":"2025-07-02T23:18:32","modified_gmt":"2025-07-02T23:18:32","slug":"complaints-handling-policy","status":"publish","type":"page","link":"https:\/\/elite2you.com\/en\/complaints-handling-policy\/","title":{"rendered":"Complaints handling policy"},"content":{"rendered":"<p data-start=\"184\" data-end=\"422\">This policy clearly sets out the procedures, deadlines and contact details for students, models and customers to deal with complaints.<\/p>\n<hr data-start=\"424\" data-end=\"427\">\n<p data-start=\"429\" data-end=\"482\"><strong data-start=\"429\" data-end=\"481\">Content of the Complaints Handling Policy:<\/strong><\/p>\n<ol data-start=\"484\" data-end=\"1613\">\n<li data-start=\"484\" data-end=\"666\">\n<p data-start=\"487\" data-end=\"511\"><strong data-start=\"487\" data-end=\"509\">Forms of complaint<\/strong><\/p>\n<ul data-start=\"515\" data-end=\"666\">\n<li data-start=\"515\" data-end=\"546\">\n<p data-start=\"517\" data-end=\"546\">E-mail:<a class=\"cursor-pointer\" rel=\"noopener\" data-start=\"525\" data-end=\"544\"> info@elite2you.com<\/a><\/p>\n<\/li>\n<li data-start=\"550\" data-end=\"595\">\n<p data-start=\"552\" data-end=\"595\">Subject: &#8216;Complaint &#8211; name, date&#8217;<\/p>\n<\/li>\n<li data-start=\"599\" data-end=\"666\">\n<p data-start=\"601\" data-end=\"666\">Attachments: supporting documents, screenshots, etc. (if required) <\/p>\n<\/li>\n<\/ul>\n<\/li>\n<li data-start=\"668\" data-end=\"855\">\n<p data-start=\"671\" data-end=\"697\"><strong data-start=\"671\" data-end=\"695\">Deadline for responses<\/strong><\/p>\n<ul data-start=\"701\" data-end=\"855\">\n<li data-start=\"701\" data-end=\"774\">\n<p data-start=\"703\" data-end=\"774\">We will respond within <strong data-start=\"736\" data-end=\"753\">14 working days<\/strong> of receiving your complaint.<\/p>\n<\/li>\n<li data-start=\"778\" data-end=\"855\">\n<p data-start=\"780\" data-end=\"855\">If the case is more complex, we will send you a specific deadline for a response.<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<li data-start=\"857\" data-end=\"1050\">\n<p data-start=\"860\" data-end=\"903\"><strong data-start=\"860\" data-end=\"901\">Unjustified or bad faith complaint<\/strong><\/p>\n<ul data-start=\"907\" data-end=\"1050\">\n<li data-start=\"907\" data-end=\"970\">\n<p data-start=\"909\" data-end=\"970\">Untrue or bad faith complaints will be taken to court.<\/p>\n<\/li>\n<li data-start=\"974\" data-end=\"1050\">\n<p data-start=\"976\" data-end=\"1050\">In the event of a repeated unjustified complaint, the aid may be partially limited.<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<li data-start=\"1052\" data-end=\"1265\">\n<p data-start=\"1055\" data-end=\"1096\"><strong data-start=\"1055\" data-end=\"1094\">In which cases can you lodge a complaint?<\/strong><\/p>\n<ul data-start=\"1100\" data-end=\"1265\">\n<li data-start=\"1100\" data-end=\"1140\">\n<p data-start=\"1102\" data-end=\"1140\">Access not working \/ curriculum error<\/p>\n<\/li>\n<li data-start=\"1144\" data-end=\"1171\">\n<p data-start=\"1146\" data-end=\"1171\">Communication problems<\/p>\n<\/li>\n<li data-start=\"1175\" data-end=\"1219\">\n<p data-start=\"1177\" data-end=\"1219\">Comments on the examination<\/p>\n<\/li>\n<li data-start=\"1223\" data-end=\"1265\">\n<p data-start=\"1225\" data-end=\"1265\">Agency or administrative issues<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<li data-start=\"1267\" data-end=\"1494\">\n<p data-start=\"1270\" data-end=\"1285\"><strong data-start=\"1270\" data-end=\"1283\">Exceptions<\/strong><\/p>\n<ul data-start=\"1289\" data-end=\"1494\">\n<li data-start=\"1289\" data-end=\"1392\">\n<p data-start=\"1291\" data-end=\"1392\">The consequences of the user&#8217;s failure to pay (e.g. non-payment) are not grounds for complaint.<\/p>\n<\/li>\n<li data-start=\"1396\" data-end=\"1494\">\n<p data-start=\"1398\" data-end=\"1494\">In case of technical problems (e.g. internet service provider), the student should contact his\/her own provider.<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<li data-start=\"1496\" data-end=\"1613\">\n<p data-start=\"1499\" data-end=\"1531\"><strong data-start=\"1499\" data-end=\"1529\">Internal investigation and closure<\/strong><\/p>\n<ul data-start=\"1535\" data-end=\"1613\">\n<li data-start=\"1535\" data-end=\"1613\">\n<p data-start=\"1537\" data-end=\"1613\">The complaint is recorded in an internal report and all cases are closed in writing.<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"<p>This policy clearly sets out the procedures, deadlines and contact details for students, models and customers to deal with complaints. Content of the Complaints Handling Policy: Forms of complaint E-mail: info@elite2you.com Subject: &#8216;Complaint &#8211; name, date&#8217; Attachments: supporting documents, screenshots, etc. (if required) Deadline for responses We will respond within 14 working days of receiving &hellip; <a href=\"https:\/\/elite2you.com\/en\/complaints-handling-policy\/\" class=\"more-link\">Continue reading <span class=\"screen-reader-text\">Complaints handling policy<\/span><\/a><\/p>\n","protected":false},"author":5,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"class_list":["post-21653","page","type-page","status-publish","hentry"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/elite2you.com\/en\/wp-json\/wp\/v2\/pages\/21653","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/elite2you.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/elite2you.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/elite2you.com\/en\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/elite2you.com\/en\/wp-json\/wp\/v2\/comments?post=21653"}],"version-history":[{"count":0,"href":"https:\/\/elite2you.com\/en\/wp-json\/wp\/v2\/pages\/21653\/revisions"}],"wp:attachment":[{"href":"https:\/\/elite2you.com\/en\/wp-json\/wp\/v2\/media?parent=21653"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}