Complaints Policy

1. How to complain

Contact us through our contact form. Please include your name, the email address you use with us, what happened and what you would like us to do.

If you need help making a complaint, for example because of a disability, tell us and we will make reasonable adjustments.

2. Acknowledgement

We aim to acknowledge your complaint within 5 working days and tell you who is handling it.

3. How we investigate

• Where possible, your complaint is reviewed by someone who was not involved in the matter.
• We look at your account records, communications and anything else relevant.
• We may contact you for more information, and we keep you updated if the investigation takes longer than expected.

4. Our response

We aim to send a full written response within 20 working days of acknowledging your complaint. If we need longer, we will explain why and when to expect it. Our response will explain what we found, what we will do to put things right where appropriate, and your options if you are not satisfied.

5. If you are not satisfied

You can ask for your complaint to be reviewed by a director of ApexLogic Labs Ltd. Please ask within 30 days of our response. We aim to complete the review within 20 working days.

6. Complaints about your personal information

You can complain to us about how we use your personal information using the same process. We will acknowledge data protection complaints within 30 days at the latest, investigate them and tell you the outcome without undue delay.

If you are not satisfied, you can complain to the Information Commissioner's Office (ICO) at ico.org.uk. If you are in India, you may also complain to the Data Protection Board of India after using our grievance process.

7. Other options

Britvia is not currently a member of an alternative dispute resolution scheme. If you are a consumer in the UK, Citizens Advice offers free, independent consumer advice. You may also have the right to take legal action.

8. Complaints about a university

Decisions about admissions, offers, fees and courses are made by universities. Please use the university's own complaints or appeals process. We can help you understand how that process works.

9. Records

We keep a record of each complaint and its outcome for 6 years after it is closed, and we use complaints to improve our service.