If something has gone wrong, we want to know. This page explains how to complain, what we do with your complaint, and where to go if you are still unhappy.
Who can complain
Anyone who has booked, is taking or has taken a course with us, has bought a gift voucher, or is thinking of booking.
How to complain
Write to info@rackandreturn.com with “Complaint” in the subject line. You can also write to us at Rack and Return (Proyectos Tigre y Panda SL, NIF B66953126), Calle Bailén 23, P SA Pta 2, 08010 Barcelona. Please tell us:
- your name and the course and date;
- what happened;
- what you would like us to do.
You can tell us by WhatsApp on +34 620 001 196, but please also send it by email so we have it in writing. If you need help to make a complaint, for example because you would rather talk by phone, tell us and we will arrange it.
Official complaint forms (hojas de reclamaciones, fulls de reclamació) are available. Ask us for one at info@rackandreturn.com and we will send it to you.
What happens next
- We confirm we have your complaint within 3 working days.
- Someone looks into it. Where we can, this is a person who was not involved in the matter. They may ask you or the teacher for more details.
- We reply in writing with what we found and what we will do, within 20 working days. If we need longer, we tell you why and give a new date.
- We keep a record of your complaint and our reply for at least three years, as WSET asks. See our Privacy policy.
If you are still unhappy
About your qualification (for example a result, an exam or how a WSET rule was applied): once you have been through our procedure above, you can take it to WSET. WSET only looks at complaints after you have completed our process, so please come to us first.
About money (refunds, cancellations, instalments, gift vouchers): please use our Refunds and cancellations policy. WSET cannot resolve payment disputes, so it is not the right place for them. If we cannot settle it together, you can ask the Catalan consumer agency (Agència Catalana del Consum, consum.gencat.cat) or your local consumer office for help. We have not joined a consumer arbitration board.
About how we use your personal data: see our Privacy policy. You can also complain to the Spanish data protection authority, the AEPD.
Our promise
Making a complaint will not affect your place on a course, your result or how we treat you.
About us
Rack and Return is a WSET Approved Programme Provider. We are an independent school and not part of WSET.
Last reviewed: 30 October 2026.
