Complaints Procedure of Via Institute, s.r.o.

 

This Complaints Procedure sets out the procedure for submitting and handling complaints relating to education programmes, courses, workshops, mentoring, supervision and other professional education services provided by Via Institute.

 

1. Preliminary Provisions

1.1. The provider of the education services is:
Company name: Via Institute, s.r.o.
Registered office: Karpatská 18, 811 05 Bratislava
Place of business: Krásna 29, Bratislava
Company Registration Number: 50786083
Tax Identification Number: 2120468768
VAT Identification Number: SK2120468768
Email: silvia.gallova@viainstitute.eu
Website: www.viains.eu

1.2. This Complaints Procedure applies to education programmes, courses, workshops, seminars, mentoring and supervision activities, and other professional services delivered by Via Institute, unless otherwise provided in a separate agreement or the Terms and Conditions.

1.3. The purpose of this Complaints Procedure is to ensure a transparent, fair and clear process for addressing comments and complaints raised by participants or clients of education services.

 

2. Definition of a Complaint

2.1. A complaint is the exercise of a right arising from liability for a defective service, in particular an allegation that a programme or any part of it was not provided to the agreed scope, quality or format, or in accordance with the information provided before the contract was concluded.

2.2. A complaint may concern, in particular:

  • a failure of the service provided to conform to the agreed content or scope of the education;
  • organisational shortcomings that materially affected participation in or the delivery of the education;
  • technical issues affecting online education, where they were attributable to the provider;
  • insufficient or inappropriate communication by the provider;
  • other circumstances that may have materially affected the quality or accessibility of the education service.

2.3. The following do not, in themselves, constitute a defect in the service or grounds for an upheld complaint: subjective dissatisfaction with the content or with the professional opinion of a trainer, coach, mentor or supervisor; differences between the programme and personal expectations that did not form part of the agreement; disagreement with a professional opinion, the educational method used, professional feedback or an assessment outcome; or a decision not to continue.

 

3. Submitting a Complaint

3.1. A complaint may be submitted in writing by email to: silvia.gallova@viainstitute.eu

3.2. A complaint must be submitted without undue delay after the education event has ended or after the participant or client became aware of the matter to which the complaint relates.

3.3. A complaint must include:

  • the participant’s full name or the client’s business name;
  • the complainant’s contact details;
  • the name of the education programme, course or service;
  • the date or dates on which the event took place;
  • a description of the matter complained of;
  • any supporting documents or evidence relating to the matter complained of;
  • the proposed resolution, if the complainant wishes to specify one.

3.4. Upon receiving a complaint, Via Institute will confirm its receipt without undue delay and inform the complainant of the next steps.

 

4. Handling a Complaint

4.1. Via Institute undertakes to handle complaints transparently and objectively, with respect for the participant or client and in accordance with the principles of professionalism and ethical provision of education services.

4.2. A complaint will be assessed on the basis of the available information, supporting materials, communications and the circumstances of the individual case.

4.3. Via Institute will handle a complaint without undue delay and no later than 30 days after receiving it.

4.4. If additional information or supporting materials are required to assess a complaint, Via Institute may ask the complainant to provide them. The time limit for handling the complaint may be reasonably extended by the time required for the requested information to be supplied.

4.5. The complainant will be informed of the outcome in writing by email.

4.6. If a complaint is not upheld, Via Institute will provide the complainant with written reasons for its decision.

 

5. Possible Remedies

5.1. Where a complaint is upheld, it may be resolved in particular by one of the following remedies:

  • rectifying the error or deficiency;
  • providing the missing service or part of the education;
  • offering an alternative date or an opportunity to attend again;
  • providing a reasonable discount;
  • refunding a proportionate part of the amount paid;
  • another form of remedy agreed between Via Institute and the complainant.

5.2. The specific remedy will depend on the nature of the matter complained of, the extent of its impact on the service provided, and the agreement between Via Institute and the complainant. The remedy must be proportionate to the nature and seriousness of the defect.

 

6. Complaints Concerning Online Education

6.1. In the case of online education, a complaint may relate in particular to technical or organisational shortcomings attributable to Via Institute that materially prevented or restricted participation in the education.

6.2. Technical issues arising on the participant’s side, such as an insufficient internet connection, a malfunctioning device, outdated software or an inability to connect for reasons beyond Via Institute’s control, will generally not constitute grounds for a complaint.

6.3. Nevertheless, Via Institute will make reasonable efforts to support participants in resolving technical or organisational obstacles relating to participation in online education.

 

7. Further Avenues for Complaint

7.1. Via Institute respects the principles of ethical adult education and, when handling complaints, follows the recommendations of the Association of Adult Education Institutions in the Slovak Republic (AIVD SR).

7.2. If a participant or client is dissatisfied with the way a complaint has been handled, or if the complaint has not been handled within a reasonable period, they may also contact the AIVD SR Ombudsman at ombudsman@aivd.sk or the Slovak Trade Inspection.

 

8. Personal Data Protection

8.1. Personal data provided in connection with a complaint are processed solely for the purposes of handling the complaint and related communications.

8.2. Via Institute processes personal data in accordance with applicable legislation and the Privacy Policy published on the website www.viains.eu.

 

9. Final Provisions

9.1. Via Institute reserves the right to verify whether a complaint is justified and to reject a complaint that is unfounded, unsupported or unrelated to services provided by Via Institute.

9.2. This Complaints Procedure applies to all education services provided by Via Institute, unless otherwise stated in a separate agreement, order or the Terms and Conditions.

9.3. Via Institute continuously monitors comments and complaints and uses them as a source of feedback to improve the quality of its education services, processes and communication.

9.4. This Complaints Procedure enters into force on 10 June 2026.

 

Bratislava, 10 June 2026

Via Institute, s.r.o.
Mgr. Silvia Pavlík Gallová