1. Introduction
The Complaint Policy of Excelon Learning is devised to ensure that learner complaints are treated with utmost seriousness, and if validated, addressed promptly to safeguard the interests of our learners. Our commitment to delivering high-quality services is reflected in our resolve to eradicate any service-related issues expeditiously.

2. Purpose
The primary purpose of the Complaint Policy at Excelon Learning is to establish a systematic and comprehensive approach for addressing and resolving learner concerns. This commitment to high-quality services and efficient issue resolution is intended to provide a clear and consistent procedure for investigating and addressing complaints related to both academic and administrative services.

3. Scope
This policy applies to all enrolled learners and covers both informal and formal complaint procedures. By encouraging open communication and offering a structured framework, it aims to enhance the learner experience and foster continuous improvement within the Centre.

4. Informal Complaint Procedure
Learners are strongly encouraged to pursue an informal resolution by engaging in direct discussions with relevant parties, such as instructors or administrative staff. This collaborative approach is designed to achieve a swift and amicable resolution to concerns.

5. Formal Complaint Procedure
If an issue remains unresolved through informal channels, learners may initiate a formal complaint by submitting a written complaint to the designated authority. The formal process entails a thorough investigation, with efforts made to address and resolve the complaint fairly and promptly.
How to Raise a Formal Complaint

Step 1: Initial Contact
To formally initiate the complaint resolution process, begin by contacting our administration team through the following channels during our operational hours: call us or send an email to support@excelonlearning.co.uk. We anticipate that the customer service team will address and resolve your complaint within five working days. However, if the issue persists, proceed to Step 2.

Step 2: Provide Complaint Details
If your complaint remains unresolved at stage 1, you may choose an alternative route by emailing a comprehensive account of your complaint, ensuring a precise articulation of the complaint points and specifying the desired resolution, to complaint@excelonlearning.co.uk

Step 3: Complaint Review and Investigation
Our dedicated complaints dept. will promptly review your complaint, initiating a thorough investigation led by our Quality Assurance Team. We are committed to providing you with an update or resolution within five working days. If, for any reason, the investigation extends beyond five working days, our Complaints Officer will communicate the reasons for the delay.

6. Additional Note
In situations involving conflicts of interest, our conflict-of-interest policy will be invoked, and appropriate measures will be taken to mitigate any potential biases or challenges in the resolution process. This structured process ensures a systematic and timely resolution of your concerns, emphasising transparency and effective communication throughout the investigation.

7. Resolution Process
All complaints are promptly acknowledged upon receipt, followed by a full internal investigation conducted impartially and thoroughly by Excelon Learning’s Quality Assurance Team and Complaints Dept. A written report of findings and any remedial action is provided to the learner within 10 working days of receiving the complaint. While most complaints are anticipated to be resolved at the informal stage, every effort is made to ensure complete resolution at the Quality Assurance Team level.

8. Escalation
If dissatisfied with the outcome, learners have the right to escalate the complaint to the awarding body after completing the internal process. The awarding body will only entertain complaints that have exhausted the internal process and pertain to matters relevant to the awarding body.

9. Monitoring and Review
Complaints are recorded and reviewed annually to maintain consistent, appropriate decisions and drive necessary improvements in services. All complaints are securely held for three years for audit purposes and staff training.