Customer Resolution and Grievance Policy

This policy applies to all training delivered by Olta Prifti, including public courses, virtual sessions and customized corporate programs. Learners may raise a concern about a course, the instructor, the training materials, the learning environment, the administration of a course, or the overall learning experience.

Concerns may be submitted by email to oltaprifti@gmail.com with the subject line “Grievance”, or through the contact form on this website. Please include your name, contact details, the course name and date, a description of the concern, and the outcome you are seeking. Concerns raised verbally during a course will be recorded in writing and confirmed with the learner.

Every submission is acknowledged in writing within three (3) business days of receipt, confirming that the concern has been logged and naming the person handling it.

The concern is reviewed impartially. This may include reviewing course materials, attendance and delivery records, and contacting the learner for clarification. Learners are given a fair opportunity to explain their position and are treated respectfully and without prejudice throughout.

A written response with the findings and the proposed resolution is provided within ten (10) business days of acknowledgement. Where a concern is complex and requires more time, the learner is informed in writing of the delay, the reason, and a revised date, which will not exceed a further ten (10) business days.

Resolutions may include clarification or correction of materials, additional coaching or support, a repeat session, or a partial or full refund in line with the Cancellation and Refund Policy.

A learner who is not satisfied with the outcome may request an escalation within fifteen (15) business days of receiving the response. Escalated cases are reviewed directly by Olta Prifti as the owner of the training practice, together with an independent reviewer where appropriate, and a final written decision is issued within a further ten (10) business days.

Where a concern relates to a certification body or a partner organization involved in a specific course, the learner will be informed of the relevant external escalation route.

All grievances, actions taken and outcomes are recorded and retained for at least three (3) years. Records are handled confidentially and shared only with those involved in the review, in line with the Privacy Policy. Submitting a concern never disadvantages a learner's participation in current or future training.