Complaints Policy

What counts as a complaint?

A complaint is a written request for corrective action about any activity within our Food Handler Certificate Program (e.g., assessments, personnel conduct, application of policies). Appeals of exam results follow a separate Appeals Policy.

How to file a complaint

• Email your complaint to contact@LIQUORexam.com within 90 calendar days of the incident.
• Use the subject line Complaint – Food Handler Program.
• Include the following so we can review it promptly:
  • Your full name, email used on your account, and a phone number.
  • Date(s), course/module, and names/roles of involved parties (if known).
  • A clear description of what happened and the specific policy/process at issue.
  • Objective evidence (screenshots, emails, timestamps, receipts, etc.).
  • The corrective action you believe would resolve the matter.

Note: Anonymous complaints and complaints based only on hearsay cannot be accepted.

Timelines & acknowledgments

• Late filings: If your message arrives after 90 days, we will notify you that the complaint window has closed.
• Missing information: If details are incomplete, we will request the needed information and provide a 14-day deadline to respond. If we do not receive a reply, we will close the complaint and confirm closure in writing.

Review process & impartiality

We perform an initial validity review. Any staff member with a real or perceived conflict will recuse from the process to maintain impartiality. Depending on the issue, we may:

1. Determine and implement corrective action directly; or
2. Assign a different qualified staff member to determine and implement corrective action; or
3. Escalate the matter to a Review Panel convened ad hoc for further consideration.

We will provide a written decision within 30 days of receiving a valid complaint.

Possible outcomes

• No action (not substantiated) with explanation.
• Corrective action (e.g., score adjustment where warranted, staff coaching, process update, make-good actions).
• Referral to another process (e.g., formal appeal when applicable).

Confidentiality & records

Information you provide will be used only for investigating and resolving the complaint and will be handled consistent with our privacy practices. We maintain records of complaints, communications, and decisions for program quality and compliance.

Non-retaliation

Submitting a good-faith complaint will not result in retaliation. Please report any concern about retaliation immediately to contact@LIQUORexam.com.