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Complaints Procedure for Digital Course Content
We are committed to providing high-quality digital course content and educational resources on our FlexiSchool platform. However, we understand that there may be times when you may wish to express dissatisfaction or raise concerns. This complaints procedure is designed to provide a structured way for you to do so.
Step 1: Identifying the Issue
If you find any issue with our digital course content - such as inaccuracies, inappropriate material, or technical issues - clearly identify the problem and gather any relevant information. This may include the specific course name, the module, or the section of the content where the issue is found, and any supporting evidence or information you can provide.
Step 2: Contacting Us
Reach out to us directly through our designated complaints email (firstname.lastname@example.org). Provide a detailed explanation of your concern, ensuring you include all relevant information from Step 1. The more detailed and clear you are, the easier it will be for us to address your complaint efficiently.
Step 3: Initial Review
Once your complaint is received, it will be reviewed by our dedicated team within 7 working days. We will assess the issue based on the information provided and carry out any necessary internal investigations. You will receive an acknowledgement email upon receipt of your complaint.
Step 4: Investigation
Our team will conduct a thorough investigation into your complaint. This may involve reviewing the content in question, talking to the course creator, or checking technical logs. We aim to complete this stage within 20 working days.
Step 5: Resolution
Once the investigation is complete, we will communicate our findings to you, along with any proposed resolution or next steps. This could include amending the course content, providing additional resources, or other appropriate actions. If you are not satisfied with the proposed resolution, you can request a review.
Step 6: Review
If you're not satisfied with the resolution, you can request a review by a senior member of our team who was not involved in the original investigation. They will reassess your complaint and our proposed resolution. You will receive the final decision within 15 working days of your request.
Please note that we strive to handle all complaints professionally, confidentially, and with the utmost respect to all parties involved. We also use complaints as an opportunity to improve our platform and course content.
Remember that complaints should be made in good faith and be genuine expressions of dissatisfaction with our digital course content. Abuse of the complaints process may result in the limitation or suspension of your ability to use the platform.