LEORON PDI defines a complaint as a formal expression of dissatisfaction that requires a formal response. LEORON Professional Development Institute recognizes that, from time to time, trainee problems or concerns may arise. To address these, the Institute has put in place a complaints and appeal policy. This complaints and appeals policy and associated procedures have been prepared consistent with LEORON Professional Development Institute’s intention of properly managing complaints and appeals made by trainees in order to promote the timely and appropriate resolution of issues. LEORON Professional Development Institute is further committed to addressing all complaints and appeals in a fair and equitable manner in accordance with legislative requirements, standards and best practices.
LEORON will periodically seek feedback on satisfaction with complaints and appeals processes from complainants, appellants and any other persons and bodies involved in addressing trainees’ concerns. This information will be used for quality review and improvement purposes.
Under no circumstances whatsoever will any complainant be subject to reprisal, disadvantage or detriment.
The purpose of LEORON’s formal complaints policy is to ensure that all complaints are reviewed thoroughly, fairly and wherever possible resolved to the complainant’s satisfaction.
Scope of the complaints and appeals policies:
The LEORON complaints and appeals policy applies to any complaint or appeal where the complainant is a LEORON trainee. Trainees have the right to make a valid complaint or appeal concerning any matter or decision made by LEORON. Where complaints are found to be frivolous or vexatious, they will be dismissed by LEORON, with complainants being notified in writing of the reasons that a complaint has been dismissed.
LEORON’s general feedback process:
LEORON is committed to providing high quality training and assessment for its customers and continuously seeks opportunities to improve its services.
Constructive comments on where LEORON can improve its services are welcomed. LEORON asks customers at the end of a training course or examination to provide comments via a feedback form. The feedback form provides valuable information that enables LEORON to introduce improvements to all its training products and services.
LEORON encourages its customers to provide honest feedback to enable the improvement processes to take place effectively.
LEORON’s complaints and appeal process:
A formal complaint needs to be submitted separately from the general feedback process and not through the feedback form.
Customers wishing to submit a formal complaint should do so in writing via email or letter. LEORON asks for complaints to be in writing to ensure that all the relevant information is captured and the issue investigated properly. LEORON will treat formal written complaints as a clear expression of dissatisfaction with its service which calls for a prompt and courteous response.
Stage 1 – In the first instance, if the issue cannot be resolved informally at the time, the complaint, should be submitted in writing, within 7 working days of the matter arising.
The complaint should be addressed to the Sales Consultant of the client .The learner also has the option to send an official email to the LEORON address: [email protected] or physical address at: LEORON Professional Development Institute | Indigo Icon Tower JLT, Office 502 | PO Box 390601 | Dubai, UAE
The written complaint should include:
The initial complaint will be acknowledged by Leoron within 2 working days (48 hours) of receipt and a full response will be provided within 7 working days.
If the initial response to the complaint is not regarded as satisfactory, the next stage is to write to the Leoron Sales Director at [email protected] and ask for the complaint and the initial response to be reviewed. You can expect the Sales Director to acknowledge your request within 4 working days of receipt and a full response within 15 workings days.
Leoron ‘s aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and may therefore require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints are indicative.
If a matter requires more detailed investigation, an interim response will be sent describing what is being done to deal with the matter, and the revised timescales for when a full reply can be expected.
If the response from the Sales Director is not satisfactory, then there is the final option of escalating the complaint in writing to the Managing Director at: [email protected]
MD’s contact details are also included on the official course brochure as well as registration form.
Escalation should take place within 10 days of receiving the written response from Leoron’s Managing Director and should state the reason for dissatisfaction with the decision made by the Managing Director.
The Managing Director will normally respond within 10 working days to inform the complainant of the action which will be taken to investigate the complaint, and when the outcome of the investigation can be expected. This outcome will be the final decision by LEORON.
If the task force determines that the quality complaint is valid, the clients may get free rerun of this or other program (for corporate clients) or free participation in future program (for individual clients). The client and LEORON can also negotiate other types of compensation depending on the specifics of the quality complaint.