NeuroThink Institute Complaints Policy
Last Updated: February 12, 2024
1. Purpose
This policy outlines the formal complaints procedure at NeuroThink Institute. It is designed to ensure that all complaints regarding our services or products are handled fairly, consistently, and resolved to the complainant's satisfaction wherever possible.
2. Scope
This policy applies to all complaints received by NeuroThink Institute from clients, customers, or other stakeholders.
3. Complaints Procedure
3.1. Acknowledgment
All complaints will be acknowledged within 24 hours of receipt. The complainant will be informed of the contact details of the person handling their complaint.
3.2. Investigation
The complaint will be investigated promptly and thoroughly. Relevant information will be gathered and considered to understand the issue fully.
3.3. Response
The complainant will receive a written response within 7 business days. This response will detail the findings of the investigation and the actions taken to address the issue.
3.4. Resolution
If the complaint cannot be resolved to the complainant's satisfaction, NeuroThink Institute will offer appropriate compensation or alternative solutions as needed.
3.5. Escalation
If the complainant remains dissatisfied with the resolution, they may escalate the complaint to the Managing Director of NeuroThink Institute for further review.
4. Confidentiality
All complaints will be handled with strict confidentiality. Personal information will be managed in accordance with applicable data protection laws.
5. Review and Updates
This policy will be reviewed annually and updated as necessary to maintain its effectiveness and relevance.
6. Additional Considerations
- Timeliness: Complaints should be addressed promptly to prevent escalation.
- Communication: Clear and open communication with the complainant throughout the process is essential.
- Fairness: Complaints should be investigated and resolved impartially, without bias.
- Documentation: All complaints and their resolutions should be documented for future reference and analysis.
7. Specific to NeuroThink Institute
7.1. Complaints Related to Workshops
Complaints about the quality of workshops, including content or facilitation, will be addressed directly with the workshop facilitator or NeuroThink Institute management.
7.2. Complaints Related to Products or Services
Complaints regarding the quality or delivery of products or services will be addressed by the relevant department within NeuroThink Institute.
8. Contact Information
For questions or to submit a complaint, please contact:
Complaints Coordinator
NeuroThink Institute
Unit D, De Wagenweg Office Park
Stellentia Road, Stellenbosch
Email: complaints@neuro-think.com
Phone: +27 77 271 7025