Complaints Procedure
Effective Date: 8th December 2024
At Nexora Academy, we value feedback and are committed to addressing any concerns promptly and fairly. This Complaints Procedure outlines the steps for raising and resolving complaints related to our services, courses, or staff.
1. Purpose
The purpose of this procedure is to provide a clear, structured process for handling complaints to ensure transparency, consistency, and fairness.
2. What Can You Complain About?
Complaints may relate to:
The quality of courses, materials, or services.
The conduct of Nexora Academy staff, trainers, or third-party providers.
Accessibility issues or non-compliance with stated policies.
Any other dissatisfaction with Nexora Academy’s offerings.
3. How to Make a Complaint
We encourage informal resolution of issues whenever possible. If your concern cannot be resolved informally, you can submit a formal complaint.
Step 1: Informal Resolution
Contact us directly at complaints@nexora.academy or speak with the relevant staff member.
Explain your concern, and we will work with you to resolve it promptly.
Step 2: Formal Complaint
If informal resolution is not satisfactory, submit a formal complaint in writing via:
Email: complaints@nexora.academy
Subject Line: “Formal Complaint – [Your Name]”
Include the following details:
Your full name and contact information.
A clear description of the issue.
Relevant dates and names (if applicable).
Copies of any supporting documents (emails, receipts, etc.).
4. What Happens Next?
Acknowledgment
We will acknowledge receipt of your complaint within 2 business days.
Investigation
Your complaint will be assigned to an appropriate team member for investigation.
We may contact you for further details or clarification.
Resolution
A formal response, including our findings and proposed resolution, will be provided within 10 business days.
If more time is required, we will notify you of the delay and provide an updated timeline.
5. Appeals Process
If you are dissatisfied with the outcome of your complaint, you can request an appeal:
Submit your appeal in writing within 10 business days of receiving our response.
The appeal will be reviewed by a senior manager, and a final decision will be provided within 14 business days.
6. Confidentiality
All complaints will be handled with discretion. Information will only be shared with those involved in investigating or resolving the issue.
7. External Resolution
If you are still dissatisfied after exhausting Nexora Academy’s complaints procedure, you may escalate your complaint to an external body, such as a relevant professional or regulatory organisation.
8. Contact Us
For any queries or to raise a complaint, please use the following contact details:
Email: complaints@nexora.academy
Phone: 0203 011 0894
Postal Address: 86-90 Paul Street London EC2A 4NE
9. Monitoring and Review
We regularly review complaints to improve our services. This Complaints Procedure is reviewed annually to ensure its effectiveness.