Complaint Procedure for Bookings
At Simian International, we are committed to delivering high-quality vocational training and exceptional customer service. We understand that, occasionally, issues may arise in relation to course bookings. This procedure outlines how to raise a complaint and how we will respond.
1. Purpose of the Procedure
This procedure is designed to ensure that:
- Complaints relating to course bookings are handled fairly, consistently, and promptly.
- Learners and clients are aware of how to raise concerns.
- Simian International learns from complaints to improve its services.
2. Scope
This procedure covers all complaints relating to:
- Booking errors or issues (e.g., incorrect course, date, or delegate name).
- Communication during the booking process.
- Course cancellations or rescheduling.
- Refunds and payment disputes.
It does not cover complaints relating to course content, trainers, or assessment, which are handled under our separate Training & Assessment Complaints Procedure.
3. How to Make a Complaint
We encourage you to raise any concerns as soon as possible so we can resolve them quickly and informally where appropriate.
Stage 1: Informal Resolution
- Contact our Bookings Team at [email protected] or
call +971 54 581 3513. - Provide your booking reference number, course details, and a description of the issue.
- We aim to acknowledge all informal complaints within 2 working days and resolve them within 5 working days.
Stage 2: Formal Complaint
If your concern is not resolved informally, you may submit a formal complaint in writing.
Please include:
- Your full name and contact information.
- Booking reference and course details.
- A clear description of the issue and any supporting evidence (e.g., emails, receipts).
- The outcome you are seeking.
Send your complaint to:
Email: [email protected]
Post: Simian International – Complaints Department
PO Box: 90908,
Abu Dhabi, UAE.
We will acknowledge receipt of your complaint within 3 working days and aim to provide a full response within 10 working days. If more time is required, we will inform you of the delay and give an estimated response time.
4. Escalation
If you remain dissatisfied after receiving our formal response, you may escalate your complaint to the General Manager by writing to:
Email: [email protected]
Please include the original complaint, our response, and your reasons for escalating.
A final decision will be issued within 10 working days of escalation.
5. Record Keeping and Review
- All complaints will be recorded and monitored for quality assurance.
- Complaint data is reviewed regularly to identify trends and improve our service.
6. Confidentiality
All complaints will be handled in accordance with our Privacy Policy. Information will be shared only with those necessary to resolve the complaint.