CLASS Training SRL strives to provide the highest quality standards. We want to meet your needs and ensure at all times the satisfaction and satisfaction regarding CLASS Training SRL’s services . Therefore, please report to CLASS Training SRL any suggestion or complaint you may have regarding any goods, services or employees / collaborators of CLASS Training SRL

Cap. 1. Legal framework

Law 233/2002 – O.G. 27/2002 – settlement of complaints

Cap. 2. Definitions

2.1. CLASS Training SRL is the company providing professional training courses registered with the Trade Register under no. J40/13906/2014, Unique Registration Code 33855064.

2.2. The Client is an individual or legal entity that enters into a contract for providing training services with CLASS Training SRL.

2.3. The Complaint is a request received from clients or potential clients by CLASS Training SRL to solve situations regarded by them as deviations from legal or contractual conditions of training services to which they expect a response or resolution.

Cap. 3. General Provisions

3.1. This procedure governs the process of resolving complaints received by CLASS Training SRL from individuals and corporate clients and potential clients of CLASS Training SRL, individuals and corporate.

3.2. Complaints received from both individuals and legal entities are handled without discrimination regarding manner, time or treatment of response to complaints received.

3.3. The Clients or potential clinets of CLASS Training SRL may address complaints but they must indicate the disputed subject with all relevant details and the address to which they wish to receive a written response to the complaint.

Cap. 4. Addressing the complaint

4.1. The Clients or potential clients of CLASS Training SRL may address complaints in the Romanian or English language.

4.2. The Clients or potential clients of CLASS Training SRL will address verbal or written complaints.

4.3. The transmission of the complaint in verbal form is done directly by the Client to the CLASS Training SRL employee or by telephone to the contact number of CLASS Training SRL +40 31 800 6139considering working hours from 9:00 to 17:30, any complaints received outside office hours or in non-working days are considered received on the next business day.

4.4. Sending a complaint in writing to CLASS Training SRL is made by one
of the following methods:
(i) filing a complaint at CLASS Training SRL headquarters. The filing date is the submitting date;
(ii) by mail, addressing to CLASS Training SRL , 7- 15 D.I. Mendeleev Street Bucharest 1^st District, Romania, 010361. The date on which the correspondence is received is the submitting date;
(iii) by e-mail at contact@classtraining.eu, provided that the address of origin of the complaint is identical to the one stated by the Client in the contract as the correspondence e-mail; in this situation, the e-mail reception date by CLASS Training SRL is the submitting date;
(iv) using the Contact section on the website www.classtraining.eu

4.5. Warning – sending complaints by other means than the ones indicated above does not guarantee the reception on time of the message by the authorized departments of CLASS Training SRL and can not be registered as a formal complaints.

4.6. In the body of the complaint, the Client or potential client will specify the mailing address or e-mail to which the CLASS Training SRL will provide the response to the submitted complaint.

Cap. 5. Response formulation

5.1. If the Client or potential client addresses a verbal complaint and the response received from the employee of CLASS Trainign SRL is not satisfactory, the Client or potential client must submit the complaint in writing.

5.2. written responses can be delivered at the correspondece addresses stated by the Client (e-mail or postal address), or to any other address stated in writing by the Client or potential client.

5.3. CLASS Training SRL will send their response to the submitted complaint within 30 days of its receipt.

5.4. In exceptional situations, both for Clients and potential clients, for complaints that require more thorough investigations, the time specified above in paragraph 5.3., needed by CLASS Training SRL to reply to the complaint, may be extended by up to 30 days.

5.5. In the case of paragraph 5.4, the Clients and potential clients will be notified by CLASS Training SRL within the period stated in paragraph 5.3. to be informed of the intermediate stage of settling the complaint, stating that due to the complexity of the investigation, a final response will be delivered within 60 days of receipt/ submitting date of the complaint.

5.6. If the Clients or potential Clients will not be happy with the answer they have the right for a review and the review will as well as the first investigation will be confidential treated.

5.7. The notification from paragraph 5.5. will be made in writing to the same address to which the final answer will be sent.

5.8. The response will bear the signature of the General manager or another manager also
Member of the Executive Management of CLASS Training SRL

 

Cap. 6. Monitoring and reporting

6.1. Complaints are handled by the Public Relations Department.

6.2. The representative of the Public Relations Department of CLASS Training SRL will be informed of any complaint of a Client or potential client.

6.3. The Complaints received by CLASS Training SRL from Clients and potential clients as well as their resolution is recorded and shown in the Register of complaints maintained at CLASS Training SRL’s headquarters.

6.4. The representative of the Public Relations Department of CLASS Training SRL operates entries in the Register of complaints, whenever necessary, and follows up the complaints to their resolution.

6.5. The Register of complaints is organized electronically and includes all information as specified by law.

6.6. Regarding the complaints received, the Public Relations Department representative:

• evaluates them in terms of the implications on compliance risk;
• reports, at least annually, the Management Board of CLASS Training SRL

Cap. 7. Informing

7.1. CLASS Training SRL inform Clients or potential clients about the manner of writing and submitting/ transmiting complaints regarding our activity.

7.2. CLASS Training SRL will post on their website, www.classtraining.eu the rules, as presented in this procedure, regarding the manner of writing and submitting/ transmiting complaints regarding our activity.

Cap. 8. Litigation

8.1. For any dispute arising from or in connection with the complaint, which was not resolved amicably, the Client or potential client can address:

• the National Authority for Consumers (for individual clients) with headquarters in 72 Aviatorilor Bd., 1st District, Bucharest, Romania; phone no.: +40 21 9551; website anpc.gov.ro

8.2. For any dispute arising from or in connection with the complaint, which was not settled amicably or by any one of the authorities referred to in 8.1. and which has been addressed previously, customers or potential customers may address their complaint to a court of law.

Cap. 9. Changes in the Policy for handling complaints

9.1 Any change to this Policy in the future will be posted on our website and where appropriate we will send notification by e-mail.

This policy will come into force as of: September 30, 2019