Complaint Policy
We are committed to providing high-quality products and services. However, if any issues arise, we encourage students to raise their concerns through our formal complaints process. Our policy is designed to ensure that all complaints are handled fairly, transparently, and efficiently.
How to Make a Formal Complaint
Submission Process: Formal complaints should be made using our standard complaint template, which is available on our Learning Management System (LMS) and on our website. Complaints can be submitted directly through the LMS or via email to our designated support team.
Acknowledgement and Response Time: Upon receiving a complaint, we will acknowledge it within 2 business days. A full response will be provided within [specific time frame 5 business days from the date of acknowledgment.
Treatment of Complaints
Confidentiality: All complaints will be treated with the utmost confidentiality. Only the relevant staff members who are involved in reviewing and resolving the complaint will have access to the details.
Review Process: The complaint will be reviewed by a designated team or individual responsible for handling such matters. The process will be conducted impartially to ensure a fair outcome.
Right to Appeal
Appeal Process: If the student is not satisfied with the outcome of their complaint, they have the right to appeal. The appeal must be submitted within 15 business days of receiving the initial decision. The appeal will be reviewed by a different individual or panel to ensure an unbiased evaluation.
Escalation to ACCA
Escalating Complaints: If a student is not satisfied with the way their complaint has been handled by our institution, they may escalate their complaint to ACCA. We advise students to follow our internal complaints procedure first. If the complaint remains unresolved, they can then approach ACCA. Should the issue still not be resolved, the student has the option to escalate the matter to the appropriate regulator. Details on how to do this can be found in the ACCA guidelines.
We value your feedback and are committed to addressing any concerns you may have. For further details, please refer to the full complaints policy available on our LMS.
Any student that wishes to make a complaint to ACCA regarding your institution will be advised to follow your institution’s complaints procedure first. If the complaint is not handled to their satisfaction, the student then has the option to escalate their complaint to ACCA. If a student has exhausted both your complaints process and ACCA’s, they can escalate to the appropriate regulator. Details of which can be found on the ACCA website at the following link: https://www.accaglobal.com/gb/en/footer-toolbar/contact-us/unhappy.html
