Purpose:

This policy is designed with a strong commitment to fairness, transparency, and efficiency in mind. It provides a clear and structured process for handling complaints from clients and website users who may be dissatisfied with any aspect of our courses, services, staff conduct, or billing. It outlines the steps for submitting a complaint, the thorough investigation process, and the potential resolutions, all aimed at ensuring a fair and just outcome.

Scope:

This policy applies to all complaints received from clients and website users of The Academy World, including but not limited to issues related to our courses, services, staff conduct, or billing.

Complaint Submission:

Complaints should be submitted through our online complaint form on our website. The following information must be provided:

• Name

• Phone number

• Address

• Email address

• Business Name (if applicable)

• Clear description of the complaint

• Relevant dates and any supporting documentation

Complaint Handling:

1. Acknowledgement: We will acknowledge receipt of your complaint within three business days.

2. Investigation: Our Customer Relationship Officer will thoroughly investigate your complaint, which may include reviewing relevant documentation, interviewing staff members, and gathering additional information as needed.

3. Initial Findings: You will receive an update on our initial findings within 15 business days.

4. Resolution: We aim to resolve all complaints promptly and fairly, typically within eight weeks from the date of acknowledgement. You will receive a written response (via email) detailing the outcome of the investigation and any resolution offered.

5. Escalation: If you are dissatisfied with the resolution, you may request an escalation to the Directors of The Academy World by sending an email to support@theacademy.world. If the matter remains unresolved, we will provide information about options such as mediation or Alternative Dispute Resolution (ADR). You will also be informed of your right to pursue legal action.

Resolution Options:

Resolutions may include, but are not limited to, apologies, refunds, course transfers, additional support, or corrective action such as staff training or process improvements.

Record-Keeping and Review:

All complaints will be recorded in our CRM system. We will use this data to identify trends, improve our services, and ensure our clients and users' best possible experience. This policy will be reviewed regularly.

Confidentiality:

We are committed to maintaining the confidentiality of all complainants and their information. Please refer to our Privacy Policy for further details on how we handle personal data.

Accessibility:

We are deeply committed to making our complaints process accessible to all individuals, including those with disabilities. As mandated by the UK Equality Act 2010, we will reasonably adjust the complaints process upon request, ensuring that everyone, regardless of their abilities, can fully participate in the process. Your needs and comfort are our priority.

CLICK HERE TO READ OUR ACCESSIBILITY POLICY

Communication:

This complaints policy will be available on our website and included in our course materials and onboarding documents. All staff members will receive training on handling complaints effectively and in accordance with this policy.

We value your feedback and are committed to resolving any complaints fairly and efficiently. Please do not hesitate to contact us if you have any questions or concerns about this policy.

Disclaimer

While our platform leverages AI to personalise your learning journey, the heart of The Academy lies in the expertise and passion of our human instructors and mentors. Our courses are infused with their real-world insights and practical experience, ensuring you gain actionable knowledge that drives real results.