Legal document Complaints procedure — Version 1.0

Version 1.0 Updated May 26, 2026 Source Nexar ERP

What is a complaint?

A complaint is any expression of dissatisfaction concerning our training services, our educational organisation, our facilities or the conduct of our staff. It is distinct from a simple request for information or a suggestion for improvement.

EnerLab Academy is committed to handling every complaint seriously, promptly, and to drawing lessons from each case in order to continuously improve the quality of its services (Qualiopi criterion 7).

How to file a complaint

By email (recommended)

Provide: your contact details, the nature of your complaint, the facts, the date and any supporting documents.

By post

EnerLab Academy — Quality Officer
4 Rue Sarah Bernhardt
92600 Asnières-sur-Seine, France

In person

With the Quality Officer or the management, by appointment. Ask at reception.

Processing times

48h

Acknowledgement of receipt

Confirmation that your complaint has been received and is being handled

15 days

Full response

Analysis of your complaint and a detailed response

30 days

Complex cases

For complaints requiring an in-depth investigation

Further recourse

If the answer provided does not satisfy you, you may:

  • Request a meeting with the management
  • Contact the consumer-rights mediator (see our Mediation page)
  • Refer the matter to the academic authority (Rectorat de Versailles — Versailles Education Authority) for disputes related to official examinations
  • Bring the dispute before the competent courts

Complaints record (academic year 2024-2025)

Type of complaintNumberResolution rateAverage time
Educational organisation8100%7 days
Reception conditions / facilities5100%5 days
Administrative questions12100%4 days
Staff conduct2100%12 days

Anonymised data. No unresolved complaint over the period.