Purpose and scope

Grande Passione is a WSET Approved Programme Provider (APP no. 3119) and delivers its courses at Atelier del Vino in Verona.

This policy explains how to raise a complaint about our teaching, administration or services, and how to request a review of our response.

Enquiries about exam marks and appeals against exam results follow a separate WSET procedure.

Raising a concern informally

You may first discuss your concern with JC Viens or email contact@grandepassione.com. Where possible, we will seek to resolve the matter promptly.

An informal discussion is optional. You may submit a formal complaint directly.

Making a formal complaint

Please send your complaint to:

JC Viens
contact@grandepassione.com

Include:

• Your name and contact details.
• The course or service concerned.
• A description of what happened, including relevant dates.
• Any supporting documents.
• Any steps already taken to resolve the matter.
• The outcome you are seeking.

Please raise concerns as soon as reasonably possible, while relevant information is still available.

How your complaint will be handled

Grande Passione is operated by JC Viens, who receives and examines complaints.

We will acknowledge your complaint within three working days of receipt and aim to provide a written response within 20 working days of receipt.

We may request further information to understand the circumstances. Our response will explain the checks undertaken, our findings and any action proposed.

If more time is needed, we will explain the reason and provide a revised response date before the original deadline.

Complaints involving JC Viens

As Grande Passione is operated by JC Viens alone, there is no separate internal complaints panel.

Where a complaint concerns JC Viens personally or creates a conflict of interest, Grande Passione will disclose the conflict to WSET Governance and seek guidance on an appropriate, impartial way to handle the matter.

You may also contact governance@wsetglobal.com to report the conflict and ask which procedure to follow.

This does not guarantee that WSET will immediately investigate the substance of the complaint. Complaints about an APP’s services normally need to complete the APP’s own complaints procedure first.

Requesting a review

If you are dissatisfied with our response, email contact@grandepassione.com, explaining why you believe the outcome is incorrect or incomplete and providing any new information.

JC Viens will review the complaint and the reasons given. This is an internal reconsideration, rather than an independent appeal. Where impartiality is in question, guidance will be sought from WSET Governance.

We will acknowledge your request within three working days and aim to provide a written outcome within 20 working days of receipt. If an extension is necessary, we will explain why and provide a revised date.

Our final response will confirm that the internal procedure is complete and explain how to contact WSET.

Referring a complaint to WSET

After completing Grande Passione’s complaints and review procedure, you may refer an unresolved complaint to WSET Governance:

governance@wsetglobal.com

Include your original complaint, supporting documents, our responses and the reasons you remain dissatisfied.

WSET normally requires complaints to be submitted within six months of the incident, unless exceptional circumstances apply. Following Grande Passione’s internal procedure does not suspend this deadline.

Complaints about refunds are also subject to Grande Passione’s cancellation and refund policy. WSET’s ability to resolve financial disputes is limited.

Confidentiality and fair treatment

Complaints will be handled confidentially. Information will be shared only with those who need it to examine and address the matter, including WSET where appropriate.

Raising a complaint in good faith will not disadvantage you in your studies, access to services or treatment during exams.

If you need assistance or an accessible way to submit your complaint, contact us so that we can discuss suitable arrangements.

Everyone involved is expected to communicate respectfully. Threatening or abusive behaviour is not acceptable.

Responsibility and review

Policy owner: JC Viens, Grande Passione — WSET APP no. 3119
Version: 1.0 — September 2026

This policy is reviewed annually and whenever relevant WSET requirements or Grande Passione procedures change.