Complaints handling policy

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:

1. Forms of complaint

   • E-mail: info@elite2you.com

   • Subject: ‘Complaint – name, date’

   • Attachments: supporting documents, screenshots, etc. (if required)

2. Deadline for responses

   • We will respond within 14 working days of receiving your complaint.

   • If the case is more complex, we will send you a specific deadline for a response.

3. Unjustified or bad faith complaint

   • Untrue or bad faith complaints will be taken to court.

   • In the event of a repeated unjustified complaint, the aid may be partially limited.

4. In which cases can you lodge a complaint?

   • Access not working / curriculum error

   • Communication problems

   • Comments on the examination

   • Agency or administrative issues

5. Exceptions

   • The consequences of the user’s failure to pay (e.g. non-payment) are not grounds for complaint.

   • In case of technical problems (e.g. internet service provider), the student should contact his/her own provider.

6. Internal investigation and closure

   • The complaint is recorded in an internal report and all cases are closed in writing.