Complaints and Dispute Resolution
Draft for review. This document has not yet been reviewed by a US attorney and is not legal advice. Details shown as “to be confirmed” will be completed before enrollment opens.
1. Tell us first
Most problems can be fixed quickly. Email [support email: to be confirmed] with:
- your name and the email address on your account;
- your order reference, if you have one;
- what happened and what outcome you are asking for.
If you need help making a complaint, or need us to communicate in a different format, tell us and we will make reasonable adjustments.
2. What we will do
- Acknowledge your complaint within 2 business days.
- Look into it fairly, and ask for more information if we need it.
- Give you a written response within 15 business days, explaining our decision and any remedy. If we need longer, we will tell you why and when to expect an answer.
Making a complaint will not affect your course access.
3. If you are not satisfied
You can contact:
- the consumer protection office of your state attorney general;
- the Federal Trade Commission (FTC): reportfraud.ftc.gov.
[Any further external bodies, and any dispute-resolution process, to be confirmed with a US attorney.] You also keep any right you have to take the matter to court.
4. Records
We keep complaint records for up to 24 months after the matter is closed, to help us improve and to meet legal obligations. See our Privacy Policy.