Effective Date: 12/08/23
At Learn 4 Success Ltd (“L4S”), we value your feedback and strive to provide an exceptional online educational experience. This Complaints Policy outlines the steps you can take if you have a complaint about any aspect of our services if you are not a registered learner. We are committed to addressing your concerns promptly, fairly, and transparently.
- How to Raise a Complaint:
a. If you have a complaint, we encourage you first to attempt to resolve the issue by contacting our customer support team through designated channels, such as email or the support ticket system.
b. Clearly describe the nature of your complaint, providing relevant details, dates, and any supporting documentation if available. - Escalation Process:
a. If you are dissatisfied with the initial response from our customer support team, you have the option to escalate your complaint.
b. Please clearly state that you wish to escalate your complaint and provide a brief explanation of the reason for escalation. - Formal Complaint Submission:
a. If your complaint remains unresolved, you can formally submit your complaint in writing. Address your complaint to the Complaints Department at the following address:
Learn 4 Success Ltd Complaints Department 20-22 Wenlock Street London, N17NGU United Kingdom or email us at [email protected]
b. Provide a detailed description of your complaint, including any relevant correspondence or documentation. - Acknowledgment and Investigation:
a. Upon receipt of your formal complaint, we will acknowledge its receipt within 3 business days.
b. An appropriate team member will be assigned to investigate your complaint thoroughly. The investigation may involve reviewing records, contacting relevant parties, and analysing the circumstances. - Response and Resolution:
a. We aim to provide you with a formal response to your complaint within [10] business days of its receipt. In our response, we will:
Acknowledge your concerns.
Summarise our investigation findings.
Explain any actions we plan to take to address your complaint.
Offer any appropriate solutions or remedies.
b. If we need additional time to address your complaint, we will inform you of the reasons for the delay and provide an estimated resolution timeframe. - Appeals:
a. If you are dissatisfied with the response you receive, you have the right to appeal the decision.
b. To initiate an appeal, please provide us with your reasons for disagreeing with our response and any additional information you believe is pertinent. - Feedback and Improvement:
a. We value your feedback and take every complaint seriously. Your feedback helps us identify areas for improvement and enhance our services.
b. We will use your complaints to identify trends, implement process improvements, and prevent similar issues from arising in the future. - Communication:
We will communicate with you regarding your complaint primarily through email. It is important to provide accurate and up-to-date contact information to ensure effective communication.
Thank you for your commitment to Learn 4 Success Ltd. We are dedicated to addressing your concerns and continually improving our educational services.
Last updated: 12/08/23