Complaints Procedure

Last updated: 6 November 2026.

We want every participant and client to be satisfied. If something goes wrong with a course, a booking, a quotation or an invoice, let us know: a complaint helps us put it right and improve our service.

1. 1Tell us in writingEmail info@smart-horizon.eu with the subject “Complaint”. Include your name, the course and dates, your booking, quotation or invoice reference, what went wrong and what you would like us to do.
2. 2Acknowledgement within 5 working daysWe confirm that we have received your complaint and tell you who is handling it.
3. 3Answer within 14 daysWe investigate and give you a substantive answer within 14 days of receiving the complaint. If we need more time, we tell you why within those 14 days and when you can expect our answer.
4. 4ReviewIf you are not satisfied with our answer, reply to it within 30 days and a manager who was not involved reviews the complaint and the answer.

If we cannot resolve your complaint

If your complaint is not resolved through this procedure, you may submit the dispute to the courts of England and Wales. As a consumer you can also go to the courts where you live. Making a complaint does not affect your statutory rights.

Complaints about personal data

See our privacy policy for how to raise a concern about how we handle your personal information, including your right to complain to the data protection authority.