APP Policy Statement (Oct 2025)

Note: “Working days” are Monday–Friday (KST). This document operates alongside applicable legislation in the Republic of Korea and WSET policies.

1. Complaints & Appeals

Purpose

Provide a fair, timely, and confidential route to raise concerns about courses, exams, or service.

How to complain (written only)

• Email: [email protected]
• Deadline: within 7 working days of the incident or within 7 working days of course/exam completion.
• Include: name and contact details, facts (dates, location, people involved), desired outcome, and any evidence.
• Third-party submissions require the named individual’s written consent.

Handling & timelines

• Acknowledgement: within 3 working days.
• Target resolution: within 10 working days (interim update if delayed).
• Confidentiality and no detriment guaranteed.

Appeal & escalation

• If dissatisfied with the outcome, you may request an internal appeal.
• If still unresolved after Fermented Ghost’s full process, escalate to WSET Governance: [email protected].

Records

• Complaints and outcomes retained for a minimum of 5 years.