Complaints Procedure

 

ULEARN STUDENT COMPLAINT PROCEDURE 

 

WHAT IS A COMPLAINT?

 
ULearn defines a complaint as an expression of dissatisfaction concerning the provision of a service or services by ULearn or by one of our third party service providers.
 
If, as a ULearn customer, you have a cause for complaint, it should be directed initially to the ULearn office (89 Harcourt Street) so you can give us all the required information and so your complaint can can be directed to the correct person in the ULearn organisation. If the complaint relates to a service directly provided by ULearn, our staff will try to resolve your problem directly without delay. If the complaint does not relate to a service provided by ULearn directly, your complaint will be chanelled to the appropriate service provider and a response / resolution will be sought as quickly as possible.
 
If our office staff of the section cannot resolve your complaint, or if you are unhappy with the response you receive, you may ask for the matter to be escalated and reviewed by a member of ULearn management who will investigate the complaint on your behalf. To do this, you should submit your complaint in writing by e-mail to info@ulearnschool.com.
 
 

WHAT INFORMATION SHOULD STUDENTS PROVIDE? 

 
You will help to speed up the investigation of your complaint by providing the following details:
  • Your name and e-mail address;
  • What exactly you were dissatisfied with;
  • The name of your teacher and the class time (if relevant);
  • The accommodation where you are staying (if relevant)
  • A daytime telephone number 

 

ULEARN COMMITMENTS

ULearn will acknowledge all complaints within 5 working days. ULearn will investigate all complaints and issue a reply to said complaint within 15 working days or, where this is not possible, an interim reply will issue explaining the position and advising when a substantive response will issue.

All complaints will be treated promptly, fairly, impartially and in confidence. We will ensure that no complaint you have made in good faith will be used to your disadvantage in the future. We will endeavour to learn from mistakes to ensure that errors are not repeated.