Complaints and Appeals Policy 

Introduction 

Seoul School of Wine always strives for high standards of delivering educations and providing services on WSET qualifications. At Seoul School of Wine, each of our students is important to us, and we believe you have the right to fair, swift and courteous service.

Seoul School of Wine tries to to make its complaint and appeal policies as transparent and user-friendly as possible so that students can resolve their problems and complaints promptly, effectively and in a positive manner. 

Seoul School of Wine operates a complaints procedure through which it aims to resolve concerns as quickly as possible. A complainant may be a student or prospective student. All complaints will be taken seriously and dealt with impartially. In this regards, we do not accept the anonymous complaints as our aim is to resolve any concerns that students raised. Communication between a complainant and the school is crucial to resolve problems. 

We aim to assist students in resolving issues regarding bookings, courses or non–exam related concerns and to promote a positive experience.  It is certain that there will be no discriminatory action or behaviour towards a student or prospective student who file a complaint. 

Students/candidates wishing to raise dissatisfaction about services provided by a Seoul School of Wine must address their concern with Ms Ahyoung JEONG. Seoul School of Wine will do its best to resolve student complaints relating to any matters regarding the school in a timely manner with the aim of settling a formal complaint within 10 working days. 

Records of students’ complaints will be retained for two years. No student will be criticised or retaliated against for using this procedure in a cooperative manner.

If you have a complaint or concern that you wish to raise, please contact on seoulschoolofwine@gmail.com or call us on 010-2391-1931. 

Aim 

The aim of Seoul School of Wine is to ensure that its complaints procedure is properly and effectively implemented, and that complainants feel confident that their complaints and concerns are listened to and acted upon promptly and fairly.

Complaints procedure

1. Your complaint should be submitted in writing by email to the Seoul School of Wine at seoulschoolofwine@gmail.com.  

We are committed to dealing with your complaint without any discrimination or prejudice.  Please note, your complaint will be confidential and if your complaint is on behalf of someone else, we must know that you have their permission before we can proceed further.

2. Please provide us with your contact details (address, email address, telephone number), specific details of the complaint and any supporting evidence you may have or details of any previous attempts you have made to resolve your complaint.

3. Your complaint will be dealt with by Ms Ahyoung JEONG. We will acknowledge your complaint within three working days and endeavour to send a final response to you within 10 working days of the date you raised it with us. If we are unable to provide you with a final response within this time frame, we will send you an update explaining why and advise as to when you can expect a final response.

4. If the response you received is not satisfactory, you may file a complaint with WSET's Quality Assurance team about Seoul School of Wine - on qa@wsetglobal.com. This is a Formal Complaint so the Assigned QA officer will investigate your complaints. 

*번역이 어색할 수 있어 위의 원문을 참고하시기 바랍니다.

불만 및 항소 정책

소개

서울스쿨오브와인는 WSET 자격에 대한 높은 수준의 교육 및 서비스 제공을 위해 항상 노력하고 있습니다. 서울스쿨오브와인에서는 학생 한 사람 한 사람이 소중하며, 여러분은 공정하고 신속하며 예의 바른 서비스를 받을 권리가 있다고 믿습니다.

서울스쿨오브와인는 학생들이 자신의 문제와 불만을 신속하고 효율적이며 긍정적으로 해결할 수 있도록 불만 및 이의제기 정책을 최대한 투명하고 사용자 친화적으로 만들기 위해 노력하고 있습니다.

서울스쿨오브와인은 불만사항을 최대한 빨리 해결하기 위해 불만처리 절차를 운영하고 있습니다. 고소인은 학생이거나 예비 학생일 수 있습니다. 모든 불만 사항은 진지하게 받아들여지고 공정하게 처리될 것입니다. 이와 관련하여 우리의 목표는 학생들이 제기한 문제를 해결하는 것이므로 익명의 불만 사항을 받아들이지 않습니다. 불만 제기자와 학교 간의 의사 소통은 문제를 해결하는 데 중요합니다.

우리는 학생들이 예약, 과정 또는 시험과 관련되지 않은 문제를 해결하는 데 도움을 주고 긍정적인 경험을 촉진하는 것을 목표로 합니다. 불만을 제기하는 학생 또는 예비 학생에 대한 차별적인 행동이나 행동은 없을 것임을 확신합니다.

서울스쿨오브와인에서 제공하는 서비스에 대한 불만을 제기하고자 하는 학생/지원자는 정아영 선생님에게 문제를 제기해야 합니다. 서울스쿨오브와인는 학교와 관련된 모든 문제에 대한 학생의 불만을 업무일 기준 10일 이내에 정식으로 해결하는 것을 목표로 적시에 최선을 다해 해결하도록 최선을 다하겠습니다.

학생 불만사항에 대한 기록은 2년간 보관됩니다. 어떤 학생도 이 절차를 협조적인 방식으로 사용하는 것에 대해 비판을 받거나 보복을 당하지 않을 것입니다.

제기하고 싶은 불만이나 우려 사항이 있는 경우 seoulschoolofwine@gmail.com으로 문의하거나 010-2391-1931로 전화하세요.

목표

서울스쿨오브와인의 목표는 불만처리 절차가 적절하고 효과적으로 이행되도록 하고, 불만 제기자가 자신의 불만과 우려 사항을 듣고 신속하고 공정하게 처리한다는 확신을 갖도록 하는 것입니다.

불만 처리 절차

1. 귀하의 불만사항은 서울스쿨오브와인 이메일(seoulschoolofwine@gmail.com)로 서면으로 제출해야 합니다.

우리는 차별이나 편견 없이 귀하의 불만 사항을 처리하기 위해 최선을 다하고 있습니다. 귀하의 불만 사항은 기밀로 유지되며 귀하의 불만 사항이 다른 사람을 대신하는 경우 더 진행하기 전에 귀하가 그들의 허가를 받았는지 알아야 합니다.

2. 귀하의 연락처 세부정보(주소, 이메일 주소, 전화번호), 불만사항에 대한 구체적인 세부정보, 가지고 있을 수 있는 모든 증빙 자료 또는 이전에 불만사항을 해결하기 위해 시도한 세부정보를 제공해 주시기 바랍니다.

3. 귀하의 불만사항은 정아영 선생님이 처리하겠습니다. 영업일 기준 3일 이내에 불만사항을 확인하고 제기한 날로부터 영업일 기준 10일 이내에 최종 답변을 보내도록 노력하겠습니다. 이 시간 내에 최종 응답을 제공할 수 없는 경우 이유를 설명하는 업데이트를 보내드리고 최종 응답을 예상할 수 있는 시기에 대해 알려드립니다.

4. 받은 응답이 만족스럽지 않은 경우 서울스쿨오브와인에 대한 WSET의 품질 보증 팀(qa@wsetglobal.com)에 불만을 제기할 수 있습니다. 이것은 공식 불만 사항이므로 할당된 QA 담당자가 귀하의 불만 사항을 조사할 것입니다.