Procedure for handling complaints at “Kapitel Zwei. German Language School Berlin GmbH “
Objectives of complaint management
A complaint is any expression of dissatisfaction with a (non) rendered service by Kapitel Zwei, its office team or freelancer teachers or other course participants.
A complaint must be submitted in writing (email).
As part of complaint management, Kapitel Zwei aims to restore customer satisfaction and ensure that complaints are processed in a sustainable manner.
Complaints should be handled efficiently, but always constructively and transparently. We ensure this by involving all necessary internal bodies and through appropriate documentation.
Complaints management also continuously analyzes the complaints received to ensure that recurring or systematic problems and potential legal and operational risks are identified and resolved.
In principle, incoming complaints are processed according to the following procedure:
- Determination and recording of the reason for the complaint
- Examination and analysis of the cause of the complaint, led by an independent internal body.
- Neutral assessment of possible errors, omissions and misunderstandings, on the basis of which an objective decision can be made to answer the complaint. The need for additional measures is also assessed here. As part of the complaint processing, relevant specialist departments and, if necessary, other internal departments are involved to clarify the facts.
- Communication of the result of the complaint handling or clarification of unclear facts with the complainant in writing (by email).
Complaint management tasks
The complaints management office is responsible for the proper recording, processing and answering of complaints. It takes the lead if other departments have to be involved in the analysis. Complaints management also informs other independent internal bodies (e.g. compliance, teaching staff, accounting, etc.) if necessary in individual cases, as well as regularly about complaint handling as a whole.
Complaint submission
Complaints can be communicated to us in writing (by e-mail) or via telephone (taking minutes):
Email: berlin [at] kapitel-zwei.de
In order to be able to guarantee a timely and efficient processing of your complaint, we ask you to submit the following information in full and to enclose relevant documents or evidence:
- First and last name of the person concerned
- Customer number
- Course, level, teacher
- Content, reason and aim of the complaint
Complaint handling
Complaints are processed by specially trained employees who analyze the reason for the complaint, answer it and document it for internal and external reporting purposes. All complaints submitted are viewed and processed immediately.
A receipt or interim confirmation will be sent for all complaints that cannot be answered within a reasonable period of time. The response to the complaint should generally not exceed 5 working days.
If this is not possible, for example due to extensive research, Kapitel Zwei will inform the complainant about it. For all complaints, a specific answer is worked out as part of the complaint processing and communicated to the complainant by email. The individual processing time may vary due to the scope and complexity of the complaint.
We thank you for your feedback and the associated opportunity to optimize our language school.
Our priority is your satisfaction with the means available to us!
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