Complaints Procedure

AromaPro does everything it can to provide you with the best possible service. However, it may happen that you are not satisfied. Of course you can submit your complaints or comments to us. We will treat these in confidence and try to find a solution in consultation with you.

AromaPro observes the following procedure:

To file a complaint
Complaints must be made known by email.

AromaPro will send an acknowledgment of receipt to the complainant within 7 working days of receipt of the complaint. The acknowledgment of receipt contains at least a description of the procedure and the expected duration of handling of the complaint.

Vertrouwelijkheid
Each complaint is always treated in strict confidence by both parties.

Investigate complaint
AromaPro undertakes to initiate a further investigation into the submitted complaint and strives to be able to take measures within a reasonable period of time that the complainant can agree to.

Correspondence will be made with the complainant within 7 working days about the outcome of the investigation, the decision taken and any follow-up actions.

hear and hear again
AromaPro gives the Student and any other parties involved the opportunity to be heard. AromaPro turns the hearing into a record. The report is sent to those involved and archived. Tanja Daniels is AromaPro's point of contact for complaints. She can filter complaints by asking students both by telephone and by e-mail.

To resolve
AromaPro strives to handle the complaint within 30 days. If a longer period of time is required to conduct an investigation, AromaPro will inform the student of this within 30 days and explain the postponement.

Complaints must be resolved to everyone's satisfaction.

Serious complaints, which can, for example, cause a claim, can be reported to aromatouch@doterra.com

pronunciation of aromatouch@doterra.com is binding on both parties.

We also have a independent mediator, which can be used in case of dissatisfaction with the solution:

Abby Stopher
astopher@doterra.com

Alteus House
1 N Fourth Street
Milton Keynes
MK9 1NE
United Kingdom
+44 1908 088672

Registration
AromaPro is responsible for the registration of the Complaints submitted to it and keeps the relevant documents for one year.
All complaints are registered according to the following schedule:

1. Complaint filing date:

2. Date & Location training:

3. Name of complainant:

4. Description of complaint:

5. Date of contact AromaPro:

6. Description of complaint investigation:

7. Date of proposed solution:

8. Description of proposed solution:

9. Customer satisfied Yes/No (possibly description):

10. Date of complaint forwarded to AromaTouch:

11. AromaTouch Response:

12. Customer satisfied Yes/No (possibly description):

13. Date of complaint forwarded to Abby Stopher (independent mediator):

14. Response Abby Stopher (independent mediator):

15. Customer satisfied Yes/No (possibly description):

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