Complaint Policy

Effective Date: 01.12.2024

1. Introduction

At Preceptor Empire (“we,” “our,” or “us”), we strive to provide the best possible educational experience for our students. We take all complaints seriously and are committed to addressing any issues promptly and effectively. This Complaint Policy outlines the procedure for raising and resolving complaints.

2. Scope

This policy applies to all students enrolled in our courses, their parents or guardians (if applicable), and any other individuals who wish to make a complaint regarding our services.

3. What Constitutes a Complaint?

A complaint is any expression of dissatisfaction about the standard of service, actions, or lack of action by Preceptor Empire or its staff that affects a student’s experience. This includes, but is not limited to:

    • Teaching quality
    • Course content and delivery
    • Administrative processes
    • Technical issues
    • Conduct of staff or other students

4. How to Make a Complaint

Step 1: Informal Resolution We encourage you to first address your complaint informally by discussing it directly with the person involved or contacting our support team at +6011 26306806. Many issues can be resolved quickly and effectively in this way.

Step 2: Formal Complaint If the issue is not resolved informally, you may submit a formal complaint. Please include the following information:

    • Your full name and contact details
    • A detailed description of your complaint
    • Any relevant supporting documents or evidence
    • The outcome you are seeking

Submit your formal complaint via the google form available in our website
(www.preceptorempire.com)

Any student that wishes to make a complaint to ACCA regarding our institution will be advised to follow our institution’s complaints procedure first. If the complaint is not handled to their satisfaction, the student then has the option to escalate their complaint to ACCA. If a student has exhausted both our complaints process and ACCA’s, they can escalate to the appropriate regulator. Details of which can be found on the ACCA website at the following link: https://www.accaglobal.com/gb/en/footer-toolbar/contact-us/unhappy.html

5. Acknowledgment and Initial Response

We will acknowledge receipt of your complaint within 5 business days. Our initial response will outline the next steps and provide an estimated timeframe for resolving your complaint.

6. Investigation and Resolution

We will thoroughly investigate your complaint, which may involve:

    • Reviewing relevant documents and records
    • Interviewing involved parties
    • Consulting with relevant experts or departments

We aim to resolve complaints within 14 business days. If additional time is required, we will keep you informed of the progress and expected resolution date.

7. Resolution and Outcome

Once the investigation is complete, we will communicate our findings and any actions taken to you in writing. Possible outcomes may include:

    • An explanation or clarification
    • An apology
    • Changes to procedures or policies
    • Disciplinary action against staff or students
    • Offering additional support or resources

8. Appeals Process

If you are not satisfied with the resolution, you may request an appeal within 3 business days of receiving our decision. The appeal should be submitted in writing to Vishnu@PreceptorEmpire.com, stating the reasons for your dissatisfaction and any new evidence or information. The appeal will be reviewed by a senior member of our team not previously involved in the complaint.

9. Confidentiality and Data Protection

All complaints will be handled with confidentiality and in accordance with our Privacy Policy. Information related to your complaint will only be shared with those directly involved in the investigation and resolution process.

10. Contact Information

For any questions or further information about this Complaint Policy, please contact us at:

Preceptor Empire
Vishnu@PreceptorEmpire.com
+6011 2630 6806

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