Complaints Policy
How to raise a complaint and who should handle it.
Draft version
Draft for legal review. This policy has been prepared as a draft and has not yet been approved by a solicitor. Some company details may still be missing.
On this page
1. Our commitment We want to put things right quickly and fairly.
2. Who should handle your complaint - **SaaS subscription, technical issues, billing disputes, privacy and intellectual property** — learn.co.uk. - **Course content, teaching, marking, certificates, course refunds and student complaints about an academy** — the independent academy (course creator) first. - **Course creator disputes with us** — learn.co.uk.
3. How to complain to us Email ⟦not yet provided⟧ with your name, account or academy name, what happened, and what you would like us to do.
4. What happens next - We acknowledge your complaint within 5 working days. - We aim to send a full response within 20 working days. If we need longer, we will explain why and when to expect a reply. - If you are unhappy with our response, ask for it to be reviewed by a more senior person, who will reply within a further 20 working days.
5. Specific types of complaint - **Billing disputes:** please contact us before raising a chargeback. - **Privacy:** you may also complain to the Information Commissioner's Office. - **Intellectual property:** follow the procedure in our Intellectual Property Policy. - **Student complaints about an academy:** if the academy does not respond within a reasonable time, contact us and we will try to help.
6. If you are still unhappy Consumers may use an approved alternative dispute resolution provider or the courts.
Questions about this policy? Contact us.