1.1. These Complaints Rules apply to Services provided in the field of independent and non-formal education by the Providers listed below.
The Customer (contracting party) or the User (the third party in whose favour the Agreement was concluded) may complain about a defect and exercise the right to defective performance at firstname.lastname@example.org or via +44 7418 350868.
For faster handling of complaints, we recommend contacting the Provider with whom the Agreement on the Provision of Services was directly concluded. The establishment is the place of performance of the Agreement.
3.1. Objecting to the defect and the choice of the right from the defective performance, which the Customer or User claims, must be made in writing, either in paper form, delivered to one of the above addresses, or in electronic form via e-mail sent to one of the above e-mail addresses, without undue delay (usually interpreted within three (3) days) when he had the opportunity to detect a defective performance, but no later than seven (7) days from the reception of performance. If the Customer/User does not do so within this complaint period, the Provider is not obliged to handle the complaint or may refuse it.
3.1.1. The Customer or User is obliged to identify himself or the contractual relationship in some way, for example, by stating the name, surname, or the assigned invoice reference number.
3.1.2. The Provider is obliged to issue a written confirmation to the Consumer (Customer/User) about when the Consumer has exercised the right, the content of the complaint, and the method of handling the complaint the Consumer requires.
3.2. The defect objection must contain an indication of the defect or how the defect manifests itself. The performance is defective, especially if the performance does not correspond to the purpose of the Agreement.
3.3. The Customer or User is obliged to choose which right he applies without undue delay (within three (3) days) from filing a complaint if he has not already done so. These rights are:
3.3.1. In case of defective performance, which is a material breach of the Agreement:
the first three ways of exercising the right can be requested together; this also applies to the application of the right in the 3rd and 4th manner.
3.3.2. In case of defective performance, which is an insignificant breach of the Agreement:
both ways of exercising the rights can be requested together.
3.3.3. Changing the choice of right without the Provider's consent is only possible if the Customer/User has requested the correction of a defect that proves to be irreplaceable.
3.3.4. Until the Customer or User exercises (chooses) the right to a discount or withdraws from the Agreement, the Provider may appropriately correct the defect but must not cause disproportionate costs to the Customer or User.
3.3.5. If the Customer/User does not choose his right from a material breach of the Agreement in time, he has the rights as in the case of a minor breach of an Agreement.
4.1. The Provider or an authorized employee will decide on the complaint immediately, in complex cases, within three (3) working days. This period does not include the time appropriate to the type of product or Service required for a professional assessment of the defect. Complaints, including the elimination of defects, must be settled without undue delay, no later than thirty (30) days from the date of the complaint, unless the seller agrees with the Customer/User on a longer period. The expiry of this time limit is considered a material breach of the Agreement.
4.2. In the case of a justified complaint, the complainant is entitled to reimbursement of costs incurred functionally.
4.3. If the Provider finds the complaint unjustified, this does not affect his right to exercise the protection of his right with the competent public authority.
4.4. The Provider shall issue (in writing) a confirmation of the date and manner of handling the complaint, including a confirmation of the correction and its duration or a written justification for the rejection of the complaint. This obligation also applies to other persons designated to carry out the remedy.
These Complaint Rules are valid and effective from 18 May 2021.