Complaints Policy

The Academy is dedicated to providing excellent customer service to students, teachers and suppliers (referred to as 'customers') and to maintaining a healthy relationship with all our customers. A Complaints Policy ensures all complaints are handled as efficiently and effectively as possible. We want to resolve your complaints as soon as reasonably possible to the satisfaction of all parties. 

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Our Responsibilities

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• To provide an efficient, fair and structured mechanism for handling complaints.

• To keep customer informed as to the progress of their complaint and the expected timeframe for resolution. 

• Regularly review our complaints so we can improve our standard of service to our customers. 

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Handling Your Complaint

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• Upon receiving your complaint, we will acknowledge receipt of this within two business days (Monday to Friday).

• We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution.

• Our aim is to resolve complaints in a timely manner and we will generally resolve your matter within 30 days. 

• We will advise you of the outcome of your complaint in writing.