Information on quality assurance and complaint management

 

Qualification of the teaching staff

Our experienced teachers are native speakers and all have a degree in philology and the necessary pedagogical know-how to teach foreign languages. In addition, we attach great importance to extensive teaching experience. You are welcome to ask us what training and qualifications your teacher has and to consult the relevant personal information sheet.

Tandem Köln ensures a regular professional exchange within the teaching staff and expects all teachers to participate in a subject-specific professional development course at least once a year. We also support participation financially in order to continuously improve the professional and educational qualifications of our teachers.

Quality assurance measures

As part of the quality management of our umbrella organization Tandem International e.V., Tandem Cologne undergoes an inspection every three years, which is carried out by two representatives of other tandem schools. The inspection takes place on the basis of Tandem's quality standards and covers the areas of administration, management, academic management, curricula, accommodation, cultural programme, marketing and complaint procedures, as well as sitting in on classes..

We are also committed to the quality standards of the Qualitätsgemeinschaft Berufliche Bildung Region Köln e.V. (Quality Association for Vocational Education and Training in the Cologne Region). Compliance with these standards is also checked by two trained examiners in the course of a regular quality check.

The feedback of our course participants and teachers plays a particularly important role in our daily work. By evaluating the evaluation forms on a monthly basis, we continuously analyse whether and where there is a need for improvement and thus try to continuously improve our offer for our customers.

   TANDEM quality standards

Complaint management

If you are not satisfied with our service, a consultation or even the lessons, please let us know immediately. It is best if you first speak directly with the lecturer or the employee with whom you have had contact. Often we can react immediately and find a solution. We would be pleased to receive your suggestions.

If a problem cannot be solved directly, you are welcome to make an appointment with the head of the respective department and/or the school management. Together we will then try to find an appropriate solution.

If you feel that we have not solved a problem to your satisfaction, you have three options to call in an external mediator:

1. 1. you can contact the quality assurance officer of the tandem schools at the following e-mail address www.quality@tandem-schools.com. They will take up your complaint and ask for a detailed statement on the case. On the basis of the Tandem quality standards, they will propose a solution to both sides. In case of essential violations of the Tandem Quality Standards, the General Assembly of Tandem International e.V. would be informed. This meeting can decide on sanctions up to the exclusion of the school concerned.

1. Tandem Köln is a member of the Quality Association for Vocational Training in the Cologne Region. We have therefore committed ourselves to submit to the complaint procedure of the Quality Association. You can find information on this at http://www.weiterbildung-koeln.de. Please address complaints to Qualitätsgemeinschaft Berufliche Bildung Region Köln e.V.,

   c/o Cologne Chamber of Industry and Commerce
   Unter Sachsenhausen 10 - 26
   50667 Köln
   Phone: 0221-1640-6640
   Internet: www.weiterbildung-koeln.de
   E-Mail: geschaeftsstelle@weiterbildung-koeln.de

1. the European Commission's online dispute resolution platform (OS) is also available in case of conflict: https://ec.europa.eu/consumers/odr.