My Academy (Operated by Izabrands Ltd)
Address: 86-90 Paul Street, London, Greater London EC2A 4NE
Email: info@myacademy.pro

At My Academy, we strive to deliver exceptional service. However, we recognise that, on occasion, things may not go as expected. This policy sets out how learners or other individuals can raise concerns and the steps we will take to address them.

Scope of Complaints
Complaints may relate to any aspect of our service, such as:
• The quality of training or assessments.
• Administrative processes.
• The behaviour or conduct of staff or representatives.

Complaints Procedure
Step 1: Informal Resolution
We recommend that concerns are raised informally first by discussing them directly with the relevant team member. Often, issues can be resolved quickly and amicably at this stage.
If the issue remains unresolved or requires formal consideration, the complainant may proceed to the next step.

Step 2: Formal Complaint Submission
To lodge a formal complaint:
1. Write an email outlining the details of the issue, including any supporting evidence, and send it to info@myacademy.pro, or submit a written complaint to:
Complaints Department
Izabrands Ltd operating as My Academy
86-90 Paul Street, London, Greater London EC2A 4NE
2. Include the following in the complaint:
o The full name and contact details of the complainant.
o A clear and detailed description of the issue, including relevant dates and times.
o Information about any steps already taken to resolve the matter informally.
o Copies of any relevant documents or evidence (e.g., emails, letters).
Formal complaints should be submitted within 10 working days of the issue arising. Complaints submitted after this period may not be reviewed.

Step 3: Investigation and Response
1. Once a complaint is received, we will acknowledge receipt within five working days.
2. The issue will be investigated by a senior member of staff who was not directly involved in the situation. Additional information may be requested from the complainant or others involved.
3. A written outcome will be provided within 20 working days of receiving the complaint. If additional time is needed for the investigation, the complainant will be notified and given an updated timeline.

Step 4: Review and Escalation
If the complainant is not satisfied with the outcome, they can request a review by a director of My Academy. This request must be made within five working days of receiving the Stage 3 response.
The director will review the case and provide a final decision in writing within 10 working days.

Additional Information
• We are committed to handling complaints promptly, fairly, and transparently.
• All complaints will be dealt with confidentially, adhering to our Data Protection Policy.
• Records of complaints and outcomes are maintained to help improve our services.