Complaints procedure

Filing a complaint

Any student, applicant, parent, employer or partner may file a written complaint with Enerlab Academy. Complaints are logged in our quality-management register and trigger an investigation under the Qualiopi quality-improvement loop.

How to submit

• Email: quality [at] enerlabs [dot] fr
• Postal mail (recommended with receipt): Enerlab Academy — Quality Officer — 4 rue Sarah Bernhardt, 92600 Asnières-sur-Seine, France
• Through the contact form (subject: "Complaint")

Required information

• Your full name and contact details
• Programme concerned (if applicable) and cohort year
• A clear description of the facts and dates
• Supporting documents if available
• The remedy you are seeking

Our commitment

• Acknowledgement of receipt within 5 working days
• Investigation and written response within 15 working days for simple cases, up to 30 days for complex ones
• Follow-up of corrective actions in our continuous-improvement plan

If the response is not satisfactory, you may refer the matter to the mediator (MEDICYS).