Complaint and Appeal Policy

At Cognixia, we are committed to providing a supportive and conducive learning environment for all our students. We understand that concerns or disputes may arise from time to time, and we value feedback as an opportunity to improve our services. Therefore, we have established the following Complaint and Appeal Policy to address such situations in a fair, transparent, and timely manner:

1. Definition of Complaint and Appeal:

   Complaint: A complaint is defined as any expression of dissatisfaction or concern raised by a student regarding any aspect of our services, processes, or conduct.

   Appeal: An appeal is a formal request made by a student for a review of a decision made by Cognixia, with the aim of seeking a reconsideration or resolution.

2. Lodging a Complaint:

   Students are encouraged to first attempt to resolve any issues informally by discussing them with their instructor, mentor, or a member of the support team.

   If the issue remains unresolved, or if the student is not satisfied with the outcome of informal discussions, they may submit a formal complaint in writing.

   Complaints should be submitted via email to support@cognixia.com and should include details such as the nature of the complaint, relevant dates, and any supporting evidence.

3. Handling of Complaints:

   The complaint will be thoroughly investigated by an impartial member of staff who was not involved in the issue being complained about.

   Every effort will be made to resolve the complaint promptly, and the student will be kept informed of progress throughout the process.

   Once a resolution is reached, the student will be notified of the outcome and any actions taken.

4. Appeals Procedure:

   If a student is dissatisfied with the outcome of their complaint, they may appeal the decision within 2 working days.

   Appeals must be submitted in writing, clearly stating the grounds for the appeal and any new evidence to be considered.

   An independent panel, appointed by Cognixia, will review the appeal and conduct a thorough reassessment of the case.

   The decision of the appeal panel will be final and communicated to the student in writing within 7 business days.

5. Confidentiality and Record Keeping:

   All complaints and appeals will be treated confidentially, with information shared only with those directly involved in the resolution process.

   Records of complaints and appeals, including their resolution, will be maintained for a specified period in accordance with data protection regulations.

6. Continuous Improvement:

   Cognixia is committed to using feedback from complaints and appeals to identify areas for improvement and enhance the quality of our services.

7. Contact Information:

   For inquiries regarding this policy or to lodge a complaint or appeal, please contact support@cognixia.com.

Note: This policy is subject to periodic review and may be updated as necessary to reflect changes in legislation, procedures, or best practice.

This policy outlines our commitment to addressing student concerns in a fair and transparent manner, ensuring that every effort is made to resolve issues promptly and satisfactorily.