Objective of the Policy
At Learning Windows, we are committed to delivering high-quality educational programs, training solutions, and learner support services. This policy ensures every learner understands how concerns can be raised and how they will be addressed. The objectives of this policy are to:
- Provide learners with a clear escalation pathway for raising concerns.
- Ensure complaints are handled consistently, fairly, and impartially.
- Investigate complaints based on evidence and relevant information.
- Protect learner privacy and confidentiality during the complaint process.
- Consider complaints on their individual merits and circumstances.
- Use learner feedback to improve programs, services, and support systems.
Definition of a Complaint
A complaint refers to any expression of dissatisfaction by a learner regarding any aspect of Learning Windows’ educational services, including but not limited to:
Query Escalation Matrix
Before submitting a formal complaint, learners are requested to follow the escalation process below:
Live Chat / Support Call
For general queries or immediate support, contact our support team through Live Chat on our official website/LMS, or our official support helpline.
Email Support
If the issue remains unresolved or you’re dissatisfied with the initial response, email Support@Learningwindows.com.
A formal complaint can only be lodged if the issue remains unresolved after following the above escalation process.
How to Lodge a Formal Complaint
If the escalation process does not resolve your concern, you may submit a formal complaint through:
If a complaint is initially raised verbally, Learning Windows may request written documentation for proper investigation and recordkeeping.
Information Required for Complaint Submission
To help us investigate your complaint efficiently, please provide:
- Full name and contact details
- Course/program enrolled in
- Name(s) of staff members involved (if applicable)
- A clear description of the complaint
- Details of steps already taken to resolve the issue
- Relevant dates and previous communications
- Any supporting documents or evidence
Incomplete information may delay the resolution process.
Complaint Handling Process
All formal complaints will follow the structured six-step process below:
| Step | Process | Timeline |
|---|---|---|
| 1 | Acknowledgment of complaint | Within 3 business days |
| 2 | Initial review and assessment | As required |
| 3 | Investigation of complaint | Within 30 business days |
| 4 | Response and findings shared | Post investigation |
| 5 | Corrective action implementation | If applicable |
| 6 | Documentation and internal review | Ongoing |
Investigation and Resolution
Learning Windows will:
- Investigate all complaints objectively and impartially.
- Review all submitted evidence and internal records.
- Seek clarification if additional information is required.
- Provide status updates during the complaint-handling process.
- Share the final resolution in writing unless otherwise mutually agreed.
If the complaint cannot be resolved within 30 business days
The learner will be informed of the reason for the delay, additional steps required, and a revised expected resolution timeline.
Recording and Confidentiality
All complaints will be recorded for:
Learner information will remain confidential and will only be used for complaint resolution purposes in accordance with applicable privacy and data protection laws.
Learner Rights
Learners have the right to:
- Receive acknowledgment of their complaint.
- Be treated fairly and respectfully.
- Request updates on the status of their complaint at any stage.
- Submit supporting evidence.
- Receive a final outcome with reasons for the decision.
Our Commitment
Learning Windows is committed to creating a transparent, learner-focused environment where every concern is addressed responsibly and professionally. We treat every complaint as an opportunity to improve our services and strengthen the overall learner experience.