Eleanor Academy Policy Statements
Eleanor Wine Academy Policy Statements
Complaints and appeals
Policy aim and purpose
Eleanor Wine Academy strives for providing an excellent level of service to its students and candidates. This policy has been developed to ensure all course participants/candidates of Eleanor Wine Academy are given access to a fair complaints resolution and appeals
Who can make a complaint?
Any student/candidate of the Eleanor Wine Academy who believes they have experienced incorrect, inappropriate or unfair treatment and/ or are dissatisfied with the standard of service of the Eleanor Wine Academy, is entitled to access the complaints and appeals process set out in this policy.
Equality of access and treatment
The course participant/candidate can address his/her dissatisfaction with Eleanor Wine Academy services to our Office Manager at any time during the course, by sending an email to email@example.com
Complaints will be processed with courtesy, in a timely fashion and without fear of prejudicial treatment.
How to make a complaint
Eleanor Wine Academy believes complaints and appeals should be resolved, wherever possible and appropriate at the informal level with a minimum of formal procedures.
An informal process, involving discussion between a student and a member of staff will be conducted in each case to try to resolve the issue prior to a formal appeal being lodged.
Students/candidates lodging a complaint must provide the following information:
- Name, address and contact details
- Full description of the complaint
- Supporting information
- Description of any previous attempts to resolve the identified dissatisfaction
- What action the students/candidates seek to resolve the dissatisfaction
Complaints will be acknowledged and investigated by our Office Manager and a response, including explanation and resolution, will be provided within 25 working days.
If a complaint remains unsolved and/or the student/candidate is not satisfied with the decision made by the Eleanor Wine Academy, the complainant has the right to contact the WSET Awards. This is only possible after all the procedures (informal and formal processes) undertaken by the Eleanor Wine Academy have been exhausted.
Conflict of interest
Eleanor Wine Academy values the integrity of its staff at all times, inside and outside the Eleanor Wine Academy. Staff members must ensure that there is no actual, or perceived, conflict between their personal interests and their professional duties and responsibilities.
Conflict of interest is assessed in terms of the likelihood that a staff member possessing a particular interest could be, or could appear to be, improperly influenced in the performance of their duties.
For example, a conflict of interest could exist when:
- A candidate has a personal relationship with the invigilator.
- A WSET qualification is undertaken by a staff member of WSET Awards.
- The only invigilator of Eleanor Wine Academy is the individual who coached the candidates for the assessment.
- The educator coaching candidates is the only person involved in the assessment process or in the authoring of examination questions.
- A WSET qualification is undertaken by a staff member of Eleanor Wine Academy.
Eleanor Wine Academy will put in place all the necessary measures to safeguard the integrity of WSET courses and qualifications. Any candidate will report to Eleanor Wine Academy if he or she becomes aware of a conflict of interest between him/herself and a Member of the Eleanor Wine Academy staff that is involved in the examination. Some conflicts of interest can be handled and are therefore acceptable. For example, the marking of WSET Level 3 tasting assessments by Internal Assessors is verified by WSET Awards to mitigate the risk of a Conflict of Interest. Yet, if an employee of WSET or one of Eleanor Wine Academy undertakes a WSET qualification, measures can be put in place to maintain the integrity of the assessment.
Members of the Eleanor Wine Academy staff involved in the delivery of WSET qualifications who become aware of a conflict of interest must declare conflict to WSET Awards in writing immediately.
Any breach of this Policy by a Staff member may constitute a breach of that staff member’s employment agreement.
Eleanor Wine Academy handles your personal data with the utmost care. It is fully committed to protect the privacy and rights of students and candidates in accordance with the General Data Protection Regulation (GDPR). In this privacy statement, we explain what information we collect, what we do and what your rights are.
What information do we collect?
The personal data that students and candidates provide to us by means of the registration form to a course and all communication with students and candidates, such as e-mail, are stored by us.
Also, if a student is requesting a Reasonable Adjustment, the details are collected and stored by Eleanor Wine Academy.
How do we store your personal data?
Your personal data is stored digitally by us at a location that is not affiliated to any third parties.
What do we do with your data?
We use your personal data for the following purposes:
- confirming a registration
- sending an invoice
- applying for an exam at WSET
- requiring Reasonable Adjustments to WSET Awards
- producing and sending certificates
- answering your questions
- sending a newsletter
- communicating with you by an employee or teacher at the Eleanor Wine Academy
Who do we share your personal data with?
For the sake of good communication, your personal data and exam results is shared with your course educators and employees of the Eleanor Wine Academy as well as with WSET Awards.
Eleanor Wine Academy will submit the Candidate Personal Data to WSET Awards in order for it to carry out its function as an awarding organisation. WSET Awards has a legitimate interest in collecting and holding the candidate personal data for the purposes of examining and awarding WSET qualifications and collecting feedback from candidates.
Personal data of candidates requesting Reasonable Adjustments, for example a candidate’s medical history, are shared with WSET Awards for their approval so that the appropriate measures are put in place before the assessment activity takes place.
Data is not shared with third parties other than WSET Awards. Eleanor Wine Academy will never provide personal information to others than mentioned here, unless you give permission for this. We do not sell personal data.
How long do we keep your personal data and written communication for?
We store your personal data and communication for a period of 5 years following the registration of said data. Data is stored for the following reasons:
- Registration to a next course, we already have your data.
- Better communication with you so that we can always read back what we discussed and agreed.
- Sending a newsletter. With every newsletter there is a link that you can use to unsubscribe.
Confidentiality of the Eleanor Wine Academy
Information about people and companies that are mentioned during the courses will not be shared or sold to third parties.
Confidentiality of the student
Students are not allowed to share information about people and companies that is mentioned during the courses.
Access to student data and correction
Students have the right to inspect the data that Eleanor Wine Academy holds about them at any time.
Students can view and / or amend their provided data by email to firstname.lastname@example.org
Remove data from our database
If for any reason a student wishes to delete his/her personal data from our database, he/she can do so by sending an e-mail to: email@example.com
We will then immediately remove the student data from our database.
Delete data on our website or social media
We post photos of course participants and texts about the course on our website and on the Eleanor Wine Academy social media pages, such as Facebook and Instagram. We will always ensure that this happens in a respectful way. We also post photos and texts that you, other students or teachers provide us with.
If the student objects to a photo or text, or wants to end consent, he/she can send an email to firstname.lastname@example.org.
We will then immediately delete the student data.
Privacy Statement for Visitors of Eleanor Wine Academy Website
General visitor data is kept on the website. The IP address of your computer, the possible user name, the time of the request and the data browser of a visitor, are registered and used for statistical analysis of visitor and click behaviour on the website. We use Google analytics to optimize our website. This information is not provided to third parties.
Special educational needs
Students with special educational needs are asked to express their needs to the Eleanor Wine Academy when registering to a WSET course by filling out the corresponding section in the online booking form.
Students can require a reasonable adjustments also during the WSET course no later than 6 weeks prior the examination date.
We will do the upmost to make it possible for a student with special educational needs to follow a course and to take an exam.
Notify when registering
Applicants with special educational needs, either with regard to the course or exam, must inform the Eleanor Wine Academy immediately at the time of enrolment, on the registration form, by email or in writing.
Applicants requiring educational needs must inform the Eleanor Wine Academy at least 6 weeks before the examination date, so that we can inform WSET Awards and be able to efficiently take the necessary measures.
Candidates qualifying for reasonable adjustment may be entitled to:
- Extra-time to complete assessment activity
- Facilitators’ support during assessment (e.g. readers)
- Assessment material adaptation (e.g. large text format)
We will inform you directly when we cannot meet the requirements.
No unfair advantage
Reasonable adjustments must not give unfair advantage over other candidates.
Proof of special needs
The student or exam candidate must, if required by the Eleanor Wine Academy, be able to provide proof of an educational need by an authorized person when registering to a WSET course through the online booking form or during the WSET course no later than 6 weeks prior the examination date.
For dyslexia candidates, a statement from the general practitioner is not valid, this must be a statement from an authorized person, as described on the website of the “Dyslexie Nederland foundation”.
Assistance with a disability
Students or exam candidates with a (possibly temporary) disability will be supported to make the use of the classroom and exam room possible.
Candidates who have made use of special educational need adjustments are asked to make their experience known to the Eleanor Wine Academy. This can be done on the feedback form that is distributed at the end of each course. Candidates are also invited to share their experience with the Eleanor Wine Academy by email, telephone or otherwise.
Candidates are also invited to share their experience with the Eleanor Wine Academy by email, telephone or otherwise.
Students/candidates who have been disadvantaged by temporary illness, injury, indisposition, or adverse circumstances at the time of the assessment may be eligible for special consideration if:
- Performance in an assessment is affected by circumstances beyond the control of the candidate (e.g. recent personal illness, accident, examination room conditions)
- Alternative assessment arrangements which were agreed in advance of the assessment proved inadequate or inappropriate
- The application of special consideration will not mislead the user of the certificate as to the candidate’s attainment.
Students/candidates requiring special consideration must inform the Eleanor Wine Academy with supporting independent documentation by sending an email to email@example.com no later than 5 working days after the date of assessment for which special consideration is being sought.
Diversity and equality
Every person who comes into contact with the Eleanor Wine Academy, such as a student, educator, or location manager, will be treated with respect, in accordance with the principles of diversity and equal rights, in accordance with the Dutch law.
Courses of the Eleanor Wine Academy are open for public. Everyone from the age of 18 is welcome, above that there is no age restriction.
Eleanor Wine Index prohibits discrimination against and harassment of any student or any applicant because of race, colour, national or ethnic origin, age, religion, disability, sex, sexual orientation, gender identity and expression. Only for examination purposes, the candidate is asked to inform Eleanor Wine Academy about gender and date of birth.
Malpractice and maladministration
Malpractice is any deliberate actions, neglect, default or other practice where non-compliance is intentional or the result of negligence.
Maladministration is any non-deliberate activity, neglect, default or other practice that results in the Eleanor Wine Academy or Student not complying with the specified requirements for delivery of the qualifications.
Malpractice and maladministration may include a range of issues. The examples below can determine the withdrawal of students/candidates registration:
- Fraudulent claim for certificates/ fraudulent use of certificates/ reproduction or forgery of certificates
- Submission of false or inaccurate information to gain a qualification
- Impersonation (including forgery of signatures)
- Plagiarism of any nature
- Cheating, including the use of unauthorised devices or materials
- Disruptive behaviour in an examination
- Deliberate destruction of another’s work
- Fabrication of results or evidence
Eleanor Wine Academy staff is responsible of being vigilant with regard to any events which may lead to malpractice / maladministration occurring. Staff will report promptly to the Quality Nominee where they suspect malpractice / maladministration has and /or may occur so that appropriate action can be taken with immediate effect.
The Quality Nominee is responsible for notifying WSET Awards of cases of suspected / actual malpractice and maladministration immediately in order to ensure the appropriate action can be taken.
Whether a situation is maladministration or malpractice will be determined by WSET Awards following an investigation.
If Eleanor Wine Academy actions/maladministration lead to students/candidates being disadvantage, please, inform our Administration Officer immediately by email firstname.lastname@example.org
Payment Terms, Cancellations and refunds
Advance payment is required to confirm your booking for all classes and courses you signed up for.
Payment should be made within 10 days before your class starts to:
Account Name: Eleanor Wine
IBAN nr: NL06ABNA0470203684
Address: Strombaan 12, 1181VX, Amstelveen, the Netherlands
Please, be aware that we have limited spots available. We will not confirm your registration until we receive the payment of the course fee.
If you cancel 14 days prior to the course or class, you will receive a refund less a 10% cancellation fee. If you cancel after the class begins, no refunds will apply. Your registration is fully transferable to another person for the same course and session, subject to qualification. If you miss a class, you are welcome to make it up the next time it is offered. Course tuition and examination fees are non-transferable to other schools.
For more information and to register for the class, please contact our Administration OfficeEmail: email@example.com