Complaints & Appeals Procedure

We aim to resolve problems quickly and fairly. This page explains how to raise a complaint about the platform or our service, and how to appeal an academic decision.

1. Support requests

For everyday issues — access problems, password resets, technical faults — use the contact / support page. Each request opens a tracked support case with a reference, and you will receive a response as the case is processed.

2. Complaints

1. Raise it — submit a support case describing the issue, what happened, and when. Include your name and the email registered on your account.
2. Investigation — a staff member reviews the case and the relevant platform records. We aim to respond within 10 working days.
3. Outcome — you receive a written outcome. If you remain dissatisfied, you may ask for the case to be escalated to senior management for a final review.

3. Academic appeals

If you believe an assessment result, a malpractice decision, or a certificate decision is wrong, you may appeal within 20 working days of the decision:

1. Submit an appeal from the Appeals section of your student dashboard, stating the decision you are appealing and your grounds. Every appeal is recorded with a timestamp and tracked to an outcome.
2. A staff member not involved in the original decision reviews the appeal against the platform's records (attempts, scores, timestamps, and the audit trail).
3. You receive a written outcome, recorded against your appeal and visible in your dashboard. The escalation route in section 2 applies if you remain dissatisfied.

4. Record keeping

All complaints and appeals are retained as tracked cases, together with their outcomes, so that patterns can be reviewed as part of our quality assurance and accreditation processes.