Your opinion counts
We attach great importance to the satisfaction of our learners and are committed to resolving any complaints or problems encountered quickly and efficiently. To facilitate the tracking of complaints, we have set up a dedicated tool which allows learners to report their concerns in a clear and structured manner. This is how our complaints tracking tool works:
- Complaint form: We have an online complaint form accessible on our website or through a dedicated platform. This form includes specific fields to collect relevant information, such as learner name, contact details, nature of complaint, date and any other relevant details.
- Submission process: Learners can complete the complaint form confidentially and submit it online. They can also attach relevant documents to support their claim, if applicable.
- Acknowledgment of receipt: Upon receipt of the complaint, our dedicated team reviews the form and sends an acknowledgment of receipt to the learner to confirm that the complaint has been taken into account. This can be done by email or any other agreed means of communication.
- Complaint Handling: Our competent team analyzes the complaint and takes necessary steps to resolve the issue appropriately. This may involve additional investigations, discussions with affected parties and finding suitable solutions.
- Monitoring and communication: Throughout the process, we maintain regular communication with the learner to inform them of the progress of the complaint. We will endeavor to resolve the complaint as quickly as possible and to the satisfaction of all parties involved.
- Resolution and closure: Once the complaint is resolved, we communicate the actions taken to the learner and ensure their satisfaction. We also keep a record of complaints and actions taken for internal follow-up.
- The ABC FORMATION complaints tracking tool is designed to guarantee a transparent, fair and efficient process for resolving problems encountered by our learners. We are committed to using complaints as opportunities for continuous improvement of our services.