Resolving concerns fairly
Complaints policy
How to raise a service or Academy complaint and what happens next.
01Policy information
Our approach
Softu aims to deal with concerns fairly, respectfully and without unnecessary delay. Raising a complaint will not result in unfair treatment.
Making a complaint
Send your name, contact details, relevant service or course, what happened, important dates, supporting information and the outcome you are seeking to the published contact email. Mark the message as a complaint.
Acknowledgement and review
We aim to acknowledge a complaint within five working days. A suitable person will review the information, may ask questions and will provide a written response as soon as reasonably possible, normally within twenty working days. Complex matters may take longer, in which case we will explain the delay.
Escalation
If you remain dissatisfied, ask for a review and explain which part of the response you dispute. Where an external awarding organisation, payment provider, regulator or alternative dispute process applies, we will identify the relevant route where appropriate.
Records and privacy
Complaint information is handled confidentially and retained only as needed to investigate, improve services and meet legal or regulatory obligations.