Eduyush Complaints Policy

Introduction

At Eduyush, we are committed to providing high-quality educational services to all our students. We recognize that sometimes things may not meet your expectations, and we value your feedback to help us improve our services. This Complaints Policy outlines how you can raise concerns or complaints about any aspect of our products or services and how we will handle these matters.

Scope of the Policy

This policy covers complaints about:

• Course content and materials
• Teaching quality
• Technical issues with our online platform
• Customer service interactions
• Administrative processes
• Any other aspect of the services provided by Eduyush

How to Make a Complaint

Informal Resolution

We encourage students first to attempt to resolve issues informally by:

1. Contacting your Whatsapp admin via whatsapp any time of the week.
2. Reaching out to our student support team at learn@eduyush.com
3. Using the live chat feature on our website.

Formal Complaints Procedure

If your concern cannot be resolved informally, you may submit a formal complaint using the following process:

Step 1: Submit a Formal Complaint

• Email us a complaint
• Your email should include:
  • Your full name and student ID
  • Course/program details
  • Nature of the complaint with specific details
  • Attempts made to resolve the issue informally
  • Desired outcome

Step 2: Acknowledgment

• You will receive acknowledgment of your complaint within two working days of submission.
• This acknowledgment will include:
  • A unique reference number for your complaint
  • The name of the staff member handling your complaint
  • Expected timeline for resolution

Complaint Resolution Process

Investigation

• Your complaint will be thoroughly investigated by a designated complaints handler who has not previously been involved.
• The investigation may include:
  • Review of relevant documentation
  • Interviews with staff members
  • Technical assessments (for platform-related issues)
  • Consultation with subject matter experts

Timeframes

• We aim to resolve all complaints within 1-3 working days from acknowledgment.
• For complex matters requiring extensive investigation, we may extend this period up to a week
• If your complaint requires more time to resolve, you will be notified before the end of the initial 3-day period with a revised timeline and explanation.

Response

• You will receive a formal written response addressing all points raised in your complaint.
• The response will include:
  • Summary of the investigation
  • Findings based on evidence
  • Decision on whether the complaint is upheld, partially upheld, or not upheld
  • Actions being taken as a result (if applicable)
  • Information about the appeal process

Confidentiality

• All complaints will be handled with appropriate confidentiality.
• Information related to your complaint will only be shared with staff members directly involved in the investigation or resolution.
• Our Privacy Policy and relevant data protection legislation will process any personal data.

Appeals Process

If you are dissatisfied with the outcome of your complaint, you have the right to appeal:

1. Appeals must be submitted in writing within 10 working days of receiving the complaint decision.
2. Your appeal should be sent to info@eduyush.com
3. Your appeal should clearly state:
   • The grounds for appeal (procedural irregularity, new evidence, or unreasonable decision)
   • Any new evidence that wasn't previously available
4. Appeals will be reviewed by a senior manager who was not involved in the original complaint investigation.
5. You will receive an acknowledgment of your appeal within three working days
6. A final decision on your appeal will be provided within 20 working days.

Escalation to External Bodies

If you have exhausted Eduyush's internal complaints and appeals procedures and remain dissatisfied with the outcome:

1. You may escalate your complaint to ACCA by following their complaints procedure, available at https://www.accaglobal.com/gb/en/footer-toolbar/contact-us/unhappy.html.
2. You should include evidence that you have completed Eduyush's internal complaints process.
3. If ACCA does not resolve your complaint satisfactorily, you may further escalate to the appropriate regulator as outlined on the ACCA website.

Monitoring and Improvement

Eduyush regularly reviews all complaints to:

• Identify recurring issues or trends
• Implement service improvements
• Enhance staff training
• Update policies and procedures

A summary report of complaints and resolutions is reviewed quarterly by our Quality Assurance team and senior management.

Contact Information

For any questions regarding this Complaints Policy, please contact:

Complaints Team

Email: info@eduyush.com

Phone: +91-9643308079

Hours: Monday to Friday, 9:00 AM to 6:00 PM IST

Policy Review

This Complaints Policy is reviewed annually to ensure it remains effective and aligned with the best education and customer service practices.