Complaints Procedure

Valid and effective from 1 January 2026 10 min read

Article IBasic provisions

1. This Complaints Procedure governs the procedure for lodging and handling claims, complaints, suggestions and objections related to educational programmes, courses, training, vocational training and other related services provided by the company:

Company name:: TFLP s. r. o.
Registered office:: M. Benku 1761/36, 920 01 Hlohovec
Company ID (IČO):: 52 589 048
Registration:: Commercial Register of the District Court Trnava, Section: Sro, Insert No. 45184/T
E-mail for lodging claims:: info@tmlgacademy.eu
Phone:: +421 940 626 668
Website:: www.tmlgacademy.eu

hereinafter the “provider”.

2. The Complaints Procedure applies to natural persons and legal entities that have ordered an educational or other related service, as well as to persons who take part in the training, hereinafter the “participant” or the “customer”.

3. If the participant or customer is a natural person who, when concluding and performing the contract, does not act within the scope of their business activity, employment or profession, they are considered a consumer for the purposes of this Complaints Procedure.

4. This Complaints Procedure has been drawn up in particular in accordance with:

Act No. 108/2024 Coll. on Consumer Protection, as amended,
Act No. 40/1964 Coll., the Civil Code, as amended,
Act No. 391/2015 Coll. on Alternative Consumer Dispute Resolution, as amended,
Act No. 292/2024 Coll. on Adult Education, as amended,
other generally binding legal regulations of the Slovak Republic.

5. This Complaints Procedure does not limit the rights of the participant or consumer arising from generally binding legal regulations.

Article IISubject of a claim

1. The participant or customer may in particular lodge a claim regarding:

a) failure to provide the ordered educational service or part of it,
b) deficiencies in the organisational, technical, spatial or material provision of the training,
c) inappropriate or unprofessional conduct of a lecturer, if it affected the quality of the training or the rights of the participant,
d) incorrect billing of a price, fee or other payment,
e) failure to issue, or incorrect preparation of, a confirmation, certificate or other document, if the participant has met the conditions for its issue,
f) other demonstrable deficiencies of the service provided.

2. As a rule, the following are not considered a claim:

a) subjective dissatisfaction of the participant that is not linked to a specific breach of the agreed or statutory obligations of the provider,
b) unsuccessful completion of a course or examination caused by insufficient attendance, lack of preparation or failure of the participant to meet the stipulated conditions,
c) the participant’s inability to take part in the training for personal, health, work or other reasons on their side,
d) a decision of a state authority, examination board or other third party which the provider is not authorised to review,
e) a request to cancel participation or refund a payment, which is governed by specific cancellation conditions, the contract or general terms and conditions.

3. The provision of the preceding paragraph is without prejudice to the statutory rights of the consumer and to the provider’s liability for defects of the service provided.

Article IIIMethod of lodging a claim

1. A claim may be lodged:

electronically at the e-mail address: info@tmlgacademy.eu,
by post to the address of the provider’s registered office,
in person at the provider’s premises during opening hours,
or via an electronic form, if one is published on the provider’s website.

2. A claim does not have to be submitted on a special form. However, its content must make clear who is submitting it, what it concerns and what the claimant is seeking.

3. A claim should in particular contain:

a) the first name and surname or business name of the claimant,
b) address, e-mail or telephone contact,
c) the name of the educational programme, course or service,
d) the date and place of the training,
e) a description of the matter claimed,
f) the date on which the matter claimed was discovered,
g) the requested method of remedy,
h) proof of payment or of ordering the service, if available,
i) documents, photographs, communication or other evidence related to the claim, if any.

4. If a claim does not contain all the information necessary for its assessment, the provider will without delay ask the claimant to supplement it. However, the provider will not reject a claim solely because of formal deficiencies if its subject and the claimant can be sufficiently identified.

5. A claim is deemed to have been lodged on the day it is delivered to the provider.

6. Lodging a claim is free of charge.

Article IVConfirmation of receipt of a claim

1. Without delay after receiving a claim, the provider will issue or send the claimant a written confirmation of receipt of the claim.

2. The confirmation will in particular contain:

a) identification of the provider,
b) identification of the claimant,
c) the date of receipt of the claim,
d) a brief description of the subject of the claim,
e) the requested method of remedy, if stated by the claimant,
f) the time limit for handling the claim,
g) contact details of the person or department responsible for handling the claim.

3. If the claim was submitted by e-mail, the confirmation may be sent to the e-mail address from which the claim was sent.

Article VAssessment and handling of a claim

1. The provider assesses each claim objectively, impartially and with professional care.

2. A claim should not be assessed solely by the person whose conduct is the subject of the claim, if the assessment can be ensured by another responsible person.

3. In connection with a claim, the provider is entitled to:

request additional information from the claimant,
review the documentation of the educational programme,
request the opinion of the lecturer or the responsible employee,
review attendance records, assessment results and the relevant records,
hold an in-person or online discussion of the claim.

4. The provider will handle the claim without undue delay. The time limit for remedying a defect of the service or handling a consumer’s claim may not exceed 30 days from the day the claim was lodged, unless a special legal regulation provides otherwise.

5. The provider may handle the claim in particular by:

a) remedying the deficiency found,
b) providing the part of the service not provided,
c) enabling substitute participation in the training or part of it,
d) providing corrected or supplemented study materials,
e) correcting or reissuing a document,
f) re-examining an internal assessment,
g) granting a reasonable discount on the price,
h) refunding the full price or a reasonable part of the price,
i) providing other reasonable substitute performance,
j) rejecting the claim, if the provider finds no breach of its obligations.

6. The method of remedy is determined taking into account the nature and seriousness of the deficiency, the possibility of remedying it and the legitimate interests of the participant.

7. If the provider rejects the claim or liability for a defect of the service, it will inform the claimant in writing of the specific reasons for the rejection.

8. The provider will draw up a written document on the outcome of the claim, which in particular contains:

the date of receipt of the claim,
a description of the matter claimed,
the result of the assessment,
the method of handling the claim,
the reasons for the decision,
the date on which the claim was handled,
the name or position of the responsible person.

9. If the outcome of the claim is a refund of money, the provider will refund it without undue delay, as a rule no later than 14 days from notification of the outcome of the claim, unless agreed otherwise with the claimant.

Article VIObjection to the result of an internal assessment

1. The participant has the right to lodge an objection to the result of an assessment, test or examination organised and evaluated directly by the provider.

2. The objection must be lodged in writing, as a rule within five working days from the day the result was announced, unless the rules of the relevant educational programme stipulate a different time limit.

3. The objection must contain:

a) identification of the participant,
b) the name of the educational programme,
c) the date of the assessment or examination,
d) designation of the result against which the objection is directed,
e) the specific reasons for the objection.

4. The objection will be reviewed by a responsible person, professional guarantor or committee appointed by the provider. Where possible, the review will not be carried out solely by the person who made the original assessment.

5. The review will in particular assess:

compliance with the criteria set in advance,
the correctness of the evaluation of the answers or performance,
the correctness of the calculation of points,
compliance with equal conditions for participants,
any technical or organisational deficiencies.

6. The outcome of the review may be:

confirmation of the original result,
correction of the result,
a new evaluation of the work or performance,
enabling a substitute or repeated assessment.

7. This provision does not apply to the results of state examinations, examinations before a public administration authority or examinations conducted by an independent third party. In such cases, the rules of the relevant authority or examination institution apply.

Article VIIComplaints and suggestions

1. The participant may also lodge a complaint or suggestion concerning in particular:

the conduct of a lecturer or employee,
the organisation of the training,
the provider’s communication,
compliance with the principles of equal treatment,
the safety and suitability of the learning environment,
the provision of support to participants,
a proposal to improve the educational programme.

2. A complaint or suggestion is submitted in the same way as a claim.

3. The provider will investigate the complaint or suggestion and inform the submitter of the outcome, as a rule within 30 days.

4. If it is found during the investigation that the submission is, by its content, a claim regarding a defect of the service, the provider will handle it as a claim without the submitter having to make a new submission.

Article VIIIRequest for redress and alternative dispute resolution

1. The consumer has the right to contact the provider with a request for redress if they are not satisfied with the way the claim was handled or believe that the provider has violated their rights.

2. If the provider responds to the request for redress negatively or does not respond within 30 days from the day it was sent, the consumer has the right to submit a proposal to initiate alternative resolution of the consumer dispute.

3. The competent alternative consumer dispute resolution body may in particular be:

Slovak Trade Inspection (Slovenská obchodná inšpekcia),
or another body entered in the list of alternative dispute resolution bodies kept by the Ministry of Economy of the Slovak Republic.

4. This is without prejudice to the consumer’s right to bring the matter before the competent court.

Article IXProtection of personal data

1. The provider processes the personal data stated in the claim only to the extent necessary for receiving, recording, assessing and handling the claim, complaint, suggestion or objection.

2. Personal data may be made available to employees, lecturers, professional guarantors or other persons only to the extent necessary for the proper assessment of the submission.

3. Documentation relating to claims is kept for the period necessary to fulfil the provider’s statutory, contractual and archiving obligations.

4. Details of the processing of personal data are set out in the document on the protection of personal data published on the provider’s website.

Article XRecords and quality improvement

1. The provider keeps records of claims, complaints, suggestions and objections received.

2. The records contain in particular:

the date of receipt of the submission,
the subject of the submission,
the educational programme to which the submission relates,
the method and date of handling,
the corrective or preventive measures taken.

3. The provider regularly evaluates recurring claims and suggestions and uses them to improve:

the content of educational programmes,
the quality of lecturing,
organisational arrangements,
study materials,
communication with and support for participants,
the internal quality assurance system.

Article XIFinal provisions

1. This Complaints Procedure is publicly available on the provider’s website and, upon request, also in paper form at its premises.

2. The provider is entitled to reasonably amend or supplement the Complaints Procedure, in particular due to changes in legal regulations, the scope of the services provided or internal processes.

3. The version of the Complaints Procedure effective at the time the claim is lodged applies to the claim, while the statutory rights of the participant or consumer remain preserved.

4. This Complaints Procedure enters into force and effect on 1 January 2026.