All complaints need to be submitted in writing via email@example.com. Within 48 hours a confirmation receipt will be sent. It is Berlitz’ policy to finalize the complaint entirely within 4 weeks after the initial complaint. All complaints will be dealt with in a confidential manner. Berlitz provides a possibility to appeal through an independent third party, i.e. Koenen & Co The Netherlands. The judgment of this third party is final and binding. Each complaint and the method in which it was handled will be registered and filed for a duration of 10 years.