Grievance Policy

ICDL is committed to making the learning experience in our courses and conferences as best as possible.  However, we know we are not perfect and problems can arise from time to time.  We will work with you to resolve any problems as quickly and effectively as possible.  

Should a participant in a course have a complaint about course content or instructors, we ask that you first contact the training leader of the course. If this is not acceptable, appropriate, or successful, you can email our training department at dirfloortimetraining@icdl.com. Should a participant in a course have a complaint about the facility or non receipt of certificates, we ask that you contact the training department directly at dirfloortimetraining@icdl.com.  A training department manager will respond as quickly as possible.  If you are a Social Worker, please indicate this in the subject line of your email to dirfloortimetraining@icdl.com, as your complaint or grievance will be addressed by ICDL’s Social Work Consultant, Catherine Murray, LCSW.  If you are still not satisfied, please e-mail the ICDL Chief Executive Officer, Jeffrey Guenzel, at jguenzel@icdl.com. Once your complaint is received by Mr. Guenzel, you will receive a response with a resolution within 15 business days. ICDL will maintain a record of grievances and resolutions made by Social Workers and will seek to improve based on what is learned from each situation.  Our policy is to not provide refunds on services already rendered, but we will provide prorated refunds for unused portions of any prepaid services if you are unsatisfied.