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1. Purpose
QnS Academy London aims to provide a high standard of service. If someone is unhappy with a course, teacher, communication, payment issue or other matter, they may raise a complaint.
2. Informal Resolution
Where possible, concerns should first be raised informally with QnS Academy London so the matter can be resolved quickly.
3. Formal Complaints
Formal complaints should be sent in writing to info@theqnsacademy.com. The complaint should include name, contact details, student name if different, course name, what happened, desired outcome and any supporting evidence.
4. Safeguarding Complaints
If a complaint involves or implicates a safeguarding concern regarding a child or minor under 18, it will be handled with immediate priority under our master Safeguarding and Child Protection Policy and routed directly to the Designated Safeguarding Lead at dr.azadi@theqnsacademy.com.
5. Response Timeframe
QnS Academy London will normally acknowledge complaints within 5 working days and aim to provide a substantive response within 14 working days, although more complex matters may take longer.
6. Outcomes
- Explanation or clarification.
- Apology where appropriate.
- Corrective action.
- Review of policy or procedure.
- Refund or credit where appropriate. Any financial remittance, fee adjustment, or enrollment cancellation resulting from a complaint outcome shall be processed strictly in accordance with the criteria set forth in our Return and Refund Policy.
- No further action where the complaint is not upheld.
7. Final Decision
Following completion of the complaints process, QnS Academy London's decision will normally be final. Nothing in this policy affects any legal rights that a complainant may have under applicable law.