Our commitment
Alalamia for Professional Development welcomes feedback of every kind: praise, suggestions and complaints. Each one helps us improve our courses, our service and our centre in Mazzeh Western Villas, Damascus.
This policy explains how to share your views, how to raise a formal complaint, what happens next and how long it should take. It applies to individual learners, corporate clients and anyone who contacts us about our training, our test centre or our e-learning services.
How to give feedback
You do not need a formal process to tell us what you think. Choose whichever way suits you best:
- End-of-course survey: shared with every group in the final session, and you may answer anonymously.
- WhatsApp: +963 991 099 555.
- Email: info@alalamia-sy.com.
- In person: speak to your course advisor or any member of our team at our centre in Damascus, Mazzeh Western Villas, Syria.
How to raise a complaint
Most concerns are best resolved quickly and informally. Please speak first to your course advisor, who can often sort things out the same day.
If you are not satisfied with the response, or you prefer not to raise the matter with your advisor, write to management at info@alalamia-sy.com with "Complaint" in the subject line, or hand a written note to our reception. A written complaint starts the formal process and the timelines below.
What to include
Clear details help us investigate properly and reply sooner. Where possible, please include:
- Your full name and the best way to contact you.
- The course, exam session or service concerned, and the relevant dates.
- What happened, in your own words.
- Who you have already spoken to, if anyone, and what they said.
- Any supporting documents, such as receipts, messages or screenshots.
- What you would like us to do to put things right.
Our timelines
We acknowledge every written complaint within 2 working days and give you the name of the person handling it.
We aim to send a full written answer within 10 working days of receiving your complaint. If a matter needs more time, for example because we must gather information from a third party, we will tell you why before the 10 days are up and give you a new expected date.
Fair and confidential handling
Every complaint is looked at objectively by someone who was not directly involved in the matter wherever possible. We listen to everyone concerned before reaching a decision.
Your complaint is shared only with the staff who need to know in order to resolve it. Raising a complaint will never affect how you are treated in class, in your assessments or in any future enrolment. We expect courtesy on all sides and ask the same of everyone who contacts us.
Complaints about an exam session
If something goes wrong during an exam at our test centre, such as a technical fault, a disturbance in the room or a problem with check-in, please tell the test administrator straight away, before you leave the centre if you can. We will record what happened and support you.
Exams are owned by their awarding bodies and delivered under the rules of the exam provider. Their rules usually require you to report the problem directly to the provider's candidate services yourself, within their own deadlines, which can be short. Please also contact Pearson VUE or Prometric, as appropriate, through their official candidate services and keep a copy of your report. Only the exam provider or awarding body can decide on a retake, a rescore or any other remedy for the exam itself.
We will gladly help you find the right contact, prepare your report and provide our session notes where the provider asks for them. You can also raise a complaint with us about the parts of the experience that are ours, such as our premises, our staff or the booking help we gave you.
If you are still not satisfied
If you are unhappy with our written answer, reply within 30 days and ask for a review. A senior member of management who has not handled your complaint before will review the file and send you a final written decision, normally within 10 working days.
Nothing in this policy affects any rights you have under the laws of Syria.
How we use your feedback
Management reviews survey results, comments and complaints regularly. We look for patterns and act on them: updating course materials, adjusting schedules, improving facilities and supporting our trainers.
Where a complaint shows that we got something wrong, we say so, put it right for you where we can and change how we work so it does not happen again.
Other policies
Questions and answers
We acknowledge every written complaint within 2 working days and aim to give you a full written answer within 10 working days. If we need longer, we will tell you why and when to expect our reply.
Yes. The end-of-course survey can be completed anonymously. For a formal complaint we need your contact details so we can investigate and reply, but we keep them confidential.
Please tell our test administrator at once, and also report it directly to Pearson VUE or Prometric through their candidate services, within their deadlines. Only the exam provider or awarding body can decide on a retake or rescore, and we will help you prepare your report.
No. Raising a concern will never affect how you are treated, assessed or certified. Your complaint is handled fairly and shared only with the people who need to resolve it.
Let's plan your next step together.
Tell us the course or certification you have in mind and we'll send the outline, upcoming dates, fees and private-team options.