Complaints Procedure
Concerns, taken seriously and in order.
The University takes every complaint seriously and aims to resolve concerns fairly and promptly. This page sets out what may be raised, how it is handled, and what happens if the answer does not satisfy.
Our Undertaking
Three commitments, kept on the record.
Timely response
Every complaint is acknowledged within 5 business days.
Fair process
Impartial investigation, conducted by trained personnel.
Resolution focus
The procedure exists to put things right, not to close tickets.
What May Be Raised
Types of complaints.
Service Complaints
Concerns about the quality of services provided.
- Learning platform issues
- Support response times
- Resource accessibility
Staff Conduct
Concerns about the behaviour of University personnel.
- Unprofessional conduct
- Communication issues
- Bias or unfair treatment
Process Complaints
Issues with institutional procedures.
- Assessment administration
- Application processes
- Credential issuance delays
The Process
Four stages, each with a deadline.
Informal resolution
Many concerns are resolved quickly through direct communication with the relevant department.
Response within 3 business days
Formal complaint
If informal resolution does not settle the matter, submit a formal written complaint to the Complaints Officer.
Acknowledgment within 5 business days
Investigation
The Complaints Officer investigates the concern, gathering evidence and hearing the relevant parties.
Investigation complete within 20 business days
Resolution
A written response sets out the findings, the decision, and any remedial actions to be taken.
Resolution within 30 business days of the complaint
Beyond the Procedure
Escalation and external review.
If you remain dissatisfied after the internal process has run its course, further routes stay open:
- Request a review by the University's governance board
- Contact the relevant regulatory bodies in your jurisdiction
- Seek independent mediation services
Submitting a Complaint
Raise it, and it will be answered.
We encourage you to raise concerns so that they can be addressed. All complaints are treated confidentially. Write to support@accrediprouniversity.com with the subject line "Formal Complaint", or reach the University through the contact page.