Complaints Policy

This policy explains how a student, enquirer or other party can raise a concern about JSE Academic Ltd, and how we will handle it. We aim to resolve issues quickly, fairly and in writing.

Any prospective or referred student, or a person acting on their behalf with authority, may use this procedure. A partner provider may also raise a service concern with us through the same contact details.

Email info@jseacademic.co.uk with:

• Full name and contact details.
• A clear description of what happened and when.
• What outcome is sought, if known.
• Any relevant reference, course or provider name.

• Acknowledge the complaint within two working days.
• Investigate and send a written response within ten working days of acknowledgement where reasonably possible.
• If we need more time, we will say so and give a revised date.
• Say what we found and what, if anything, we will do.

Admissions decisions, enrolment, Student Finance outcomes, academic judgements and campus services are decided by the education provider, not by JSE. Where a complaint is about those matters we will explain that, tell the student how to raise it with the provider, and help them do so where it is reasonable.

We keep a simple record of complaints and outcomes so that we can improve our service and meet partner compliance expectations. Records are handled in line with our Privacy and Data Protection Policy.

We will still consider the substance of a complaint, but we may restrict channels or pause correspondence if contact becomes abusive, threatening or repetitive without new information.

This policy will be reviewed at least annually.

This policy is issued by JSE Academic Ltd and may be updated from time to time. The current version is the version held by the Company and supplied to partners on request.