Questions and complaints
Berlitz can be reached by telephone and by email for dealing with questions or complaints of an administrative nature, regarding the contents of the course, or regarding study material. These questions or complaints will be answered by Berlitz within ten working days, to be calculated from the date of receipt. Questions or complaints that require a longer processing time will be answered by Berlitz by e-mail with acknowledgement of receipt and an indication of when you can expect an answer. All complaints will be dealt with in a confidential manner. Each complaint and the method in which it was handled will be registered and filed for duration of 1 year. Any complaint must be submitted to Berlitz in a timely manner and fully and clearly described. Complaints that are not submitted within 2 months will not be dealt with. If the complaint cannot be resolved in mutual consultation, a dispute will have arisen that will be eligible for the dispute settlement rules of article 17 (see general terms & conditions).