If you have a complaint

Complaints can be submitted via contact us form

The staff member who receives the complaint will ensure it is properly tagged as a "complaint" to be resolved

The staff member will send an acknowledgement to the complainant within 3 business days acknowledging receipt and explaining how the matter will be looked into.

We will look into the matter, collecting needed evidence, points of view, logs etc. to get a clear picture of the situation.

Our assessment may take up to 2 business weeks to finish. We will keep you informed on the progress if it takes longer.

We will formulate and propose a fair solution.

This may include any of the following: a refund, a complimentary access to another training product, an apology, or guidance on next steps when resolution is not within our control. We can't guarantee what the outcome of the resolution will be, as it will be assessed depending on the nature of the situation; but we will make any reasonable attempt to resolve the situation to your satisfaction.

Note that majority of our training products are offered via third-party distribution channels (e.g. Udemy) and are bound to terms & conditions and complaints resolution processes of those platforms. Where the complaint falls under such category, we will direct you to the correct complaint resolution channel/policy.

We take complaints seriously and use them as an opportunity to improve. 

After each complaint is processed, we will review it to identify underlying causes and opportunities for improvement, and will adjust our practices accordingly to reduce the chances of similar situation in the future.