1. Our approach
We aim to handle complaints fairly, respectfully, and promptly.
A complaint may relate to platform access, support, course information, payment, learning experience, communication, or another service issue.
2. How to complain
Users should contact us through the official support or contact channel and include their name, account email, issue summary, relevant dates, screenshots or evidence, and the outcome they are seeking.
3. Review process
We will review the complaint, may ask for additional information, and aim to provide a clear response within a reasonable time.
4. Escalation
If the user is not satisfied with the initial response, they may request further review. Where a matter relates to a partner institution or awarding organisation, that organisation’s own complaints procedure may also apply.