At Adventure in wine, all our students are important to us and we believe everyone has the right to fair, swift and courteous service. 

We assist students in resolving issues regarding registering for courses or non–exam related concerns and promote a positive experience.

The school operates a complaints procedure for Wine & Spirit Education Trust (WSET) qualifications. Once we are in receipt of your formal complaint, we will deal with it promptly, effectively and in a positive manner. Adventure in Wine will do its best to resolve formal student complaints relating to WSET academic and non-academic issues within 20 working days. On occasion, the process may take longer.

Records of students’ complaints will be retained for two years. No student will be treated unfairly, criticized or retaliated against for using this procedure in a cooperative manner.

If you have a complaint or concern that you wish to raise, please contact Michelle Paris at michelle@adventureinwine.com.

Complaints procedure

Your complaint should be submitted in writing to:

michelle@adventureinwine.com

or by mail to:

Adventure in Wine
200 Bain Avenue
Toronto ON M4K1G1

Your complaint will be confidential.

Next steps

1. Please provide your contact details (address, email address and telephone number), specific details of the complaint and any supporting evidence you may have or details of any previous attempts you have made to resolve your complaint.

2. We will acknowledge your complaint within three working days and endeavour to send a final response to you within 20 working days of the date you raised it with us. If we are unable to provide you with a final response within this time frame, we will send you an update explaining why and advise as to when you can expect a final response.

3. If the response you received from Adventure in Wine is still not satisfactory and you have exhausted all possibilities with IWEG, you may file a complaint with WSET’s quality assurance team about Adventure in Wine by emailing qa@wsetglobal.com. WSET’s quality assurance team will respond to you within seven to 10 business days.

4. If you are still dissatisfied with the response you have received from WSET’s quality assurance team, you can write and forward your complaint to:

Ministry of Labour, Training, and Skills Development
438 University Avenue, 5th Floor
Toronto, Ontario, M7A 2A5
Telephone: 416-325-2929 or Toll-Free: 1-800-387-5514