SANS’ official complaints procedure for our Dutch customers is listed below as there are various steps you will potentially go through.
If you have any complaints about any aspects of SANS training, our programmes or our administration, this should in the first instance be directed to us, at emea@sans.org and we will of course do our best to resolve any complaint.
Once you have filed a complaint, a SANS representative will reach out to you. In an initial conversation we will attempt to discover how we can best understand and serve your interests and needs, and we want to ensure that you fully enjoy and value the our services. We will also inform you of the following steps in the complaints procedure available to you if you should want to make a complaint.
Your complaint will be acknowledged by email within one week. If your complaint requires longer consideration to offer a more comprehensive explanation to you, we will keep you informed on any reason for possible delay and a clear indication of the date when we expect to reach a conclusion.
If you are not satisfied that your complaint has been resolved to your satisfaction, we ask you to contact giac@sans.org as an escalated step. GIAC is an independent organization that will further consider your complaint and whose judgement and verdict will be binding upon our company, without infringing your rights to seek any other form of redress in any way that you wish to pursue. We would enact the binding judgement of the independent person promptly, including taking measures to change any procedures, processes or behaviours that gave rise to the complaint.
Any complaint is treated with the utmost discretion and is confidential.
Any complaint will be recorded in a confidential client file and kept in our records up until five years.