Student learning agreement - our terms
Last updated: 21/06/2016. Clause 13.6 was added, to reflect new legislation on Alternative Dispute Resolution (ADR).
1. THESE TERMS
1.1. What these terms cover. These are the terms and conditions on which we supply our courses to you, whether these are services or digital content.
1.2. Why you should read them. Please read these terms carefully before you enrol with us. These terms tell you who we are, how we will provide the course to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
2. INFORMATION ABOUT US AND HOW TO CONTACT US
2.1. Who we are. We are the College of Media and Publishing Limited a company registered in England and Wales. Our company registration number is 05220267 and our registered office is at Forum House Business Centre, Stirling Road, Chichester, West Sussex, PO19 7DN. Our registered VAT number is 924385414.
2.2. How to contact us. Enquirers can contact us by telephoning our customer service team at +44 (0)1243 926226 or by writing to us at College of Media and Publishing, Forum House, Stirling Road, Chichester, West Sussex, PO19 7DN.
2.3. How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us at the time of enrolment.
2.4. "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
3. OUR CONTRACT WITH YOU
3.1. How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come in to existence between you and us.
3.2. If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the course. This might be because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the course or because we are unable to meet a deadline you have specified.
3.3. Our course materials are classified as digital content by the Consumer Rights Act 2015, and are made available for you to download upon enrolment.
3.4. Your enrolment means that you agree to waive your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel the order and receive a refund within 14 days (the “Cooling-Off Period”). This does not affect your statutory rights or any rights you may have under our refund policy.
3.5. Discount codes must be applied at the time of enrolment. They cannot be used retrospectively.
3.6. This agreement covers the period from the point of enrolment, until the date we dispatch your diploma and ABC certificate of achievement when complete of the course. Any services and contact provided outside these periods are entirely at our discretion.
4.1. You must be aged 16 or over to enrol on a course with us. Students under the age of 16 will need to provide us with a letter of consent from a parent / guardian or teacher.
4.2. You must provide truthful, accurate and complete information when registering for your course.
4.3. It is your responsibility to maintain any changes to your registered information (including your contact details) by altering your details as appropriate.
4.4. Enrolment is at your own risk and we will not be liable for any unauthorised transactions or communications made using your username or password.
4.5. You are responsible for the security and use of any usernames or passwords needed to access our website or any of the content in relation to your course. It is your responsibility to ensure that, and you agree not to allow or assist any other person, without expressed permission from us, to access content using your account.
5. COURSE MATERIALS
5.1. Our materials are updated, if necessary, at least every 12 months.
5.2. All updates will improve the materials, and the materials will continue to match the product descriptions on the course pages, and the course subjects pages. Updates will not reduce the quality of the content that was described upon purchase. However, some aspects of our materials, such as hyperlinks, online references and content relating to digital media and technology may become out of date due to the ever-changing and fast-moving nature of the internet. We undertake to update materials more frequently than every 12 months, when we consider it necessary and on receipt of a reasonable request by email.
5.3. You will access your course materials from our Online Learning Area (OLA). You will also use the OLA to submit assignments for work, access other resources, chat to other students and keep abreast with college announcements. Your use of the OLA is governed by other aspects of this Student Learning Agreement; and by our Websites Terms and Conditions, and our Websites Acceptable Use Policy. It is your duty to read these policies and adhere to them at all times. If you breach them, we may remove you from the course, without a refund of payments made.
5.4. Our courses are delivered in English. If English is not your first language, it is entirely your responsibility to ensure that your written English is good enough to study our course materials, and to communicate by email with our tutors, and our administration department. We do not provide language support.
5.5. Our course materials are at all times owned by the College of Media and Publishing Ltd, which also owns the copyright. Your enrolment entitles you to save one copy of each lesson and other course-related documents on to your computer; and to print one copy of each lesson and other related course-related documents.
No part of our Lessons, or other course-related documents, may be reproduced, distributed, or transmitted in any form or by any means, including photocopying, recording, or other electronic or mechanical methods, without our prior written permission, except in the case of brief quotations embodied in critical reviews and certain other non-commercial uses permitted by copyright law.
For permission requests send an email to: firstname.lastname@example.org
titled “Attention: Permissions”.
Please also see section 8.2.
6. PRICE AND PAYMENT
6.1. Where to find the price for the course. The price of the course (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the course advised to you is correct.
6.2. The total cost of the course is broken down as follows:
(a) 60% - course materials (digital content).
(b) 35% - tutorial support.
(c) 5% - administrative costs.
6.3. When you must pay and how you must pay. We accept the following payment methods:
(a) Credit / debit card online.
(b) Instalments: credit / debit card by phone.
(c) Western Union.
(d) Invoice to your employer.
(e) Gift voucher.
We will agree an appropriate payment method for your course at the point of enrolment.
From time to time, we provide discounts for our courses. These are activated by typing a discount code in the appropriate box on a course enrolment form.
Some of these codes are time-sensitive and have expiry dates. We will not accept any code that has expired. We also do not allow discount codes to be used with a monthly instalment plan.
Only one discount code can be used per course. Discount codes cannot be aggregated.
6.4. We can charge interest if you pay late. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 8% a year above the base lending rate of Santander Bank from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
6.5. What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know and we will not charge you interest until we have resolved the issue.
6.6. Our fees cover all of our course materials, the costs of your diploma and ABC certificate of achievement, and all administrative and tutorial support related to the course you have enrolled on. There are no hidden extras, apart from fees associated with National Council for the Training of Journalists (NCTJ) courses.
6.7. If you enrolled on an NCTJ diploma course, our course fees do not include NCTJ registration fees, eportfolio fees, or exam fees. These, together with other charges that they make, are payable directly to them.
Also, our course fees do not include two textbooks that you will need on all NCTJ diploma courses: Teeline Fast, and Essential Law for Journalists. Please remember that Essential Law for Journalists is usually updated every two years, and so you may need to buy an additional updated copy if you study Essential Law for more than two years.
6.8. The prices stated on our course pages are inclusive of 20% VAT. You will not have to pay VAT if you live outside the European Union.
7.1. These Conditions shall remain in place until terminated by either us or you.
7.2. If you wish to terminate you must inform us in writing.
7.3. We reserve sole discretion to immediately terminate our contract with you.
7.4. On termination you must destroy all materials obtained from our websites together with any related documentation and all installations or copies of these, howsoever made.
8. OUR RESPONSIBILITIES
8.1. Establish a learning outcome with you for your course.
8.2. Provide you with suitable materials, sufficient for your online course. Our materials are fit-for-purpose, and are compatible with all mainstream internet browsers (Google, Firefox, Safari and Microsoft Edge); with Microsoft Word, Adobe Acrobat and similar programmes; and with most computers.
However, we are not responsible if any of our materials do not operate efficiently, or at all, because of incompatibility and your local technical issues with software, hardware, browsers, broadband, firewalls, antivirus or anti-spyware / malware software, or device settings at the user's end.
Please remember that you are enrolling on an online course. You can see the equipment you will need to undertake the course under the section: What you need to study, on the relevant course page. It is your responsibility to ensure that you have the necessary hardware and software, and that you know how to use it, before you enrol on the course.
8.3. Ensure that course materials conform to the most recent NCTJ programme of study (if you are doing a course that includes NCTJ exams). This changes every September.
8.4. Inform you when, and how, to enter NCTJ exams (if you are doing a course that includes NCTJ exams), by placing announcements in our Student Lounge / Forum and in our Facebook page. We will mark a maximum of five mock exam papers per NCTJ exam subject, for each of the seven NCTJ diploma subjects.
Please be aware that the NCTJ frequently changes the nature and structure of its diploma. We will make every effort to adapt your course according to any changes, but can only guarantee to support you according to the Study Plan that you received when you first enrolled.
8.5. Encourage you during your studies.
8.6. Provide you with access to appropriate expertise to support you during your course.
8.7. Update your learning materials as and when they require it, by announcing replacement teaching materials for download in the Student forum. This constant updating process means that course structures may change after you have enrolled. New subjects may be added, out-of-date subjects removed, and lesson content / numbers / formatting may differ.
8.8. Assign you to a personal tutor with whom you can work on a one-to-one basis. You will be told about your tutor when you request your first teaching materials, but can find out about them on the relevant course information page. You should have the same tutor for the duration of the course. However, we cannot guarantee this. If we need to change your tutor, either permanently, or temporarily, due to holidays, sickness, or for any other reason, you will be provided with an appropriate replacement and will be informed of any changes through the Student Forum.
8.9. Provide tutorial support for our course materials and directly related issues: careers / job / work advice. While our tutors will try to help with other queries, this is entirely at their discretion.
8.10. Inform you about contact arrangements between yourself and your tutor.
8.11. Deal with your tutorial queries by email within two working days. Note: we do not do telephone tutorials. We provide Skype tutorials by appointment, and only when the tutor decides that an issue cannot be resolved by email.
8.12. Return marked work to you within three working days (if you are doing a course where we mark assignments for you).
8.13. Provide constructive and individual feedback on your progress (if you are doing a course where we mark assignments for you).
8.14. Deal with any difficulties promptly and fairly.
8.15. Operate an equal opportunities policy.
8.16. Allow you to transfer to another more suitable course, at your request, and after discussion with us. A transfer fee may be charged. This will be in proportion to the amount of the original course you have completed. We only allow students to transfer to another course on one occasion.
8.17. Remind you if you have fallen behind with any course fee instalments and only lapse your tuition if you have failed to respond to two warning emails. We will then give you written notice that we have lapsed your tuition and will archive your records; calculate the amount that you owe us for course materials and services not paid for; and invoice you for the amount owed. See Clause 9.4. below.
8.18. You may rejoin the course at any time if your course fees are brought up to date and on payment of an administration fee of 15% of the full course fee, as it was at the time you enrolled.
8.19. We reserve the right to charge additional fees, on top of the 15% mentioned above, depending on:
(a) How long you have been out of contact for.
(b) How much of the course you have left.
(c) Whether our materials have been updated since we last heard from you.
8.20. We will not mark work, offer tutorial advice or provide new lessons if your course fee instalments are not paid up to date.
8.21. Offer advice and support if you are seeking work placements.
8.22. Offer advice and support if you are looking for work.
8.23. Offer advice and support if you are going for a job interview.
8.24. Offer coaching, advice and support to prepare you for your NCTJ exams (if you are doing a course that includes NCTJ exams).
8.25. Not be held responsible, or liable, for problems, issues, or financial losses that are caused by outside agents or circumstances outside our control: for example, exam boards, overseas agencies, changes by the NCTJ to its diploma, ISPs, web hosts and servers, PayPal, banks etc.
8.26. Remove you from the course if, in our opinion, your behaviour towards us, or any member of our staff, is abusive or unreasonable; or if you indulge in plagiarism by submitting work for marking that is not your own. We have a zero tolerance policy on plagiarism. Refunds will not be made in such circumstances.
8.27. Offer you one other course at half price, once you have completed, and paid for, one of our existing courses of a similar price. This offer is limited by time, is at our sole discretion, restricted to one half price course, per student, and cannot be used in conjunction with any other offer.
8.28. Occasionally mention you in a positive context in our social media feeds, unless you tell us not to in an email to: email@example.com. We will not disclose any personal information.
8.29. Operate a refund policy.
8.30. Provide you with the qualification for the course that you enrolled on, as stated on the course page on our website, provided that:
a) You have completed, and passed every course assignment to the required standard.
b) You have paid any and all fees owed to us. If you still owe us any money at the time when you complete any course, we will not issue your diploma or your ABC certificate of achievement, until everything has been paid in full.
8.31. Operate a Money Back Guarantee (MBG) for all students enrolling on one of our online learning courses, after 21 June 2016. The terms and conditions are as follows:
a) The MBG is available to all students, provided they do not owe us money for any other course or service.
b) The MBG is unconditional. We will refund you the full amount that you paid for the course.
c) To claim a refund, you must email us within five working days of us sending you your Graduation Pack.
d) We will then cancel your enrolment, and withdraw your access to the Online Learning Area. You will no longer qualify for a diploma, ABC certificate of achievement, reference or any post-course advice or support.
e) Refunds will be made within two working days of receiving your email.
f) Payment will be made by BACS or PayPal. We are not responsible for any fees that your bank, or PayPal, deduct from the payment.
g) The MBG does not affect your legal rights.
8.32. Award you our diploma and the ABC certificate of achievement on successful completion of the course, provided that you have passed every assignment with a grade of C or above, and have achieved an overall average grade of C or above; and have paid for your course fee in full.
We will send you your diploma as a PDF, by email only, within seven days of you requesting it.
Your ABC certificate of achievement will be sent by surface mail within 21 days of you requesting it.
9. YOUR RESPONSIBILITIES
You agree to:
9.1.a. Prior to enrolment, read the relevant course information pages on this website to establish that the course is appropriate for you, and that you have the academic ability, and the relevant IT and language skills needed to study it and complete it. You may email us or telephone us if you wish to discuss your options and your suitability. We are bound by the ABCC Code of Practice to give honest and impartial advice.
9.1.b. By enrolling on a course, you agree that you have studied the course details on our website course page, and are completely satisfied that the course is appropriate to a) your level of academic achievement; b) your level of written English, if English is not your first language; c) your level of IT knowledge. We take no responsibility, and will offer no refund, if you discover that a course is too difficult for you or decide that a course is inappropriate for you, for whatever reason.
9.2. Read the Enrolment Pack thoroughly at the start of the course so that you are fully aware how the course works. Note: please refer only to the Enrolment Pack, which we email you upon Enrolment, for information about our procedures etc. Do not refer to any other website or document for this information, as they may be out of date and unreliable.
9.3. Proceed with the course in the way prescribed in the Enrolment Pack. We may not be able to support you fully, or at all, if you decide to proceed with the course in a different way.
9.4. Ensure that all course instalments are paid on time. If an instalment is late, or you cancel it, the entire course fee then becomes due if your studies, or your downloads of course learning materials from the Online Learning Area, have progressed beyond your rate of payments. In these circumstances, we will calculate what you owe us, pro rata, according to the charges listed in clause 6.2. above, and invoice you for the amount that you owe us.
9.5. Accept that instalments are automatically debited from your credit / debit card, with your consent. If you wish to cancel your instalment plan, please email us five working days before the instalment is due. We cannot guarantee to cancel your plan without five days notice. All instalment plans are paid monthly, for example, if you sign up for your course on the first day of the month, your next instalments will be automatically taken on the first day of each month until the balance has been settled.
9.6. Undertake sufficient private study to maintain progress on your course. This will involve doing your own research to supplement our teaching materials.
9.7. Submit work which is your own original work, clearly presented and is a true reflection of your knowledge and abilities. Students who commit plagiarism by submitting work that is not theirs will be removed from the course immediately, without refund of fees. We have a zero tolerance policy on plagiarism and cheating.
9.8. Conduct yourself in an ethical, legal and professional manner when using the name, or services of the College of Media and Publishing Limited or any of our tutors in job applications, work experience applications on references.
9.9. Submit work in the format, and by the method, explained in the Enrolment Pack.
9.10. Ensure that your IT and software equipment works efficiently so that you can participate in the course. All our course files are created in standard Microsoft software and can all be opened, and / or played. We cannot accept responsibility if your IT system does not open them, or play them. If files will not open or play, this is because of problems at your end: incompatible software, broken file associations or firewalls and other programmes etc that are blocking access. We cannot provide IT support for these issues, though we may advise when we can.
9.11. Keep in contact with your tutor by email only, without making unnecessary demands upon his or her time. We only provide tutorial support for our course materials and directly related issues: careers / job / work advice. While our tutors will try to help with other queries, this is entirely at their discretion. Tutors will only respond to emails sent to: firstname.lastname@example.org. They do not engage in social media contact with students.
9.12. Treat our staff and tutors with courtesy and respect. We have a zero tolerance policy on rudeness and will exclude you from the course if it occurs.
9.14. Take reasonable precautions against computer viruses if communicating with us online.
9.15. Register with any external awarding body if we ask you to do so. Please note that there may be third party charges in connection with such registration.
9.16. Notify us in advance if you wish to take a break from your course, and tell us for how long (please note: we do not chase students who take a break from their studies without notifying us).
9.17. Notify us if you are going to lapse from the course for any reason (please note: we do not chase students who discontinue the course).
9.18. If you take a break from your studies lasting more than three months, we may require you to start the course from the beginning. This is to ensure that you study materials and complete assignments that are up-to-date, so that the quality and integrity of our diploma and ABC certificate of achievement are maintained. Your enrolment may be lapsed if you remain out of contact with us for more than 12 months. You may rejoin the course at any time, but you will have to pay a rejoin fee of 15% of the amount you paid for your course.
9.19. Accept our refund policy.
10. STUDENT CHAT
The following Conditions will apply to you when using the Student Chatroom (“the Chatroom”). You agree to accept and be bound by these Conditions as outlined below. Should you reject the following Conditions and not wish to be bound by them, then use of the Chatroom is prohibited for you.
10.1. We may update these Conditions from time to time without any notice to you. In addition to the following Conditions, you agree also to be bound by any guidelines or announcements that are made during your membership of the Student Forum.
10.2. In addition, when using particular sections of the Chatroom, you shall be subject to any posted guidelines or rules applicable to such services, which may be posted from time to time. All such guidelines or rules are hereby incorporated by reference in to the Conditions.
10.3. You must not:
(a) Post, transmit, upload, email or otherwise make available any material that contains software viruses, computer code, programmes or files that are designed to interrupt, limit the functionality of or destroy any computer hardware or software, or telecommunications equipment.
(b) Impersonate any person or entity. This includes but is not limited to, any College of Media and Publishing Ltd team member or administrator, or falsely state or otherwise misrepresent your affiliation with another person or entity.
(c) Manipulate or forge headers or identifiers with the intention of disguising the origin of any content that you provide to the Student Forum.
(d) Register or post in excess of one account with us. Should it come to our attention that you have registered more than one account, we may remove your use of the Chatroom.
10.4. You accept that we cannot be held responsible for any third party websites that you may access through the Student Forum or Chatroom, and further agree that any third party content is not our responsibility.
10.5. We do not endorse any third party websites or content unless clearly stated, and therefore cannot be held liable or responsible for any promotion, content, service or product that is located on a third party website.
10.6. We further cannot be held liable or responsible for any loss or damage, offence that may be caused, or that you allege has been caused by third party content or websites.
10.7. All and any contact that you have with third party traders or websites that you may come in to contact with during your use of the Student Forum, or Chatroom, including but not limited to payments for products or services, any conditions made, warranties offered, or contracts entered in to, are your responsibility and not the responsibility of College of Media and Publishing Ltd.
10.8. You acknowledge and accept that we are neither liable nor responsible for the content that you submit to the Chatroom. We will only remove objectionable material if there is a complaint.
10.9. You acknowledge and accept that we have the right to temporarily or permanently remove your ability to post content, and that we further have the right to ban you from the Chatroom should you break any of these Conditions.
10.10. We reserve the right to terminate any user’s access to the Chatroom for any reason at any time.
10.11. You acknowledge and accept that in certain circumstances we have the right to provide information to your Internet Service Provider at our discretion following but not limited to severe disruption by you, the provision of illegal or abusive content, any attempts made by you to re-register after being banned, or for any other reason that involves you breaking these Conditions.
10.12. You acknowledge that reproduction of material from the Student Forum without prior written permission is strictly prohibited. All contributions to the Student Forum are also copyright of College of Media and Publishing Limited.
10.13. You acknowledge and accept that if you are banned from use of the Chatroom, you will not in any way attempt to re-register using any other name or identity not known to us, or any other email address not known to us. If you do so, we will pursue the maximum penalty available under your Internet Service Provider's Acceptable Use Policy.
10.14. Contributions to the Chatroom are governed in their entirety by Section 6, above.
11. OUR BLOGGING AND MESSAGE BOARD FACILITIES
This section governs use of our blogs and message boards (including the Chatroom), and applies to all users either directly or indirectly, registered or otherwise.
11.1. Our blogs and message boards are English speaking forums, and submissions should be made in English.
11.2. You have the absolute right to free speech. If you find it impossible to abide by this document, then please feel free to contact one of the many good web hosting companies out there and set up an account and create your own chatroom, blog and message boards.
11.3. We do not create, edit or moderate users’ posts on our message boards. Our message boards are only a means of storing and passing on information, according to the Electronic Commerce (Directive) Regulations, and we take absolutely no legal responsibility for any content posted on them.
11.4. We may remove offensive posts, without the author’s consent, if we receive a complaint that we, in our sole discretion, consider to be valid. We do not pre-moderate content.
11.5. We may remove defamatory or illegal posts, without the author’s consent, if we receive a complaint that we, in our sole discretion, consider to be valid, in accordance with Section 5 of the Defamation Act 2013, Section 1 of the Defamation Act 1996, or Electronic Commerce (EC Directive) Regulations 2002.
11.6. If you believe you have been defamed by another user of our message boards, please click this potential defamation report link.
By using this link, you are following Message Boards Complaints Procedure, which is set out here.
11.7. If you believe that a contribution on our message board is offensive, illegal, and / or breaches any of these Conditions, please email us using this offensive post report link.
By using this link, you are following Message Boards Complaints Procedure, which is set out here.
11.8. You may use a user name on our message boards and Chatroom. However, we prefer you to use your real name. Our view is that opinions that are not accompanied by genuine names have little credibility.
11.9. You accept that we may divulge your full details - name, email address and telephone numbers - to the courts, a solicitor or any other appropriate authority, on request, if you post anything offensive, illegal or defamatory anywhere on our sites. We cannot in any way guarantee to protect your anonymity if legal action is taken against you.
11.10. You may not contribute to the message boards unless you are 18 or over.
11.11. Your email address and password are personal to you and you must not allow anyone else to use them.
11.12. You must not impersonate any other user or do anything to assist an unregistered user to gain access to the Chatroom.
11.14. You further agree that by contributing to our message boards, you will not post material:
(a) That is threatening, intentionally offensive, abusive, liable to incite racial hatred, pornographic, obscene, in breach of confidence, in breach of privacy.
(b) That is discriminatory against race, religion, disability, sexual orientation or gender.
(c) That is in breach of any other person's intellectual Property Rights or breaches any obligation of confidentiality by which you are bound.
(d) For which you have not obtained all necessary licences and/or approvals; or
(e) Which constitutes or encourages conduct that would be considered a criminal offence, give rise to civil liability, or otherwise be contrary to the law of or infringe the rights of any third party, in the UK; or
(f) That is in breach of the rights of any third party.
12. HOW WE MAY USE YOUR PERSONAL INFORMATION
12.1. We will use the personal information you provide to us:
(a) To supply the course to you;
(b) To process your payment for the course; and
(c) If you agreed to this during the order process, to inform you about further courses that we provide, but you may stop receiving these at any time by contacting us.
12.2. We will only give your personal information to third parties where the law either requires or allows us to do so.
13. OTHER IMPORTANT TERMS
13.1. We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
13.2. Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
13.3. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
13.4. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
13.5. Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
13.6. If you have a complaint. We hope that all of our students will have an enjoyable experience with us.
However, if you have a complaint about any aspect of the course, or your learning experience, please email us at: email@example.com and tell us about it.
It is best not to make complaints on social media. However, if you deal with an issue publicly, we will respond publicly.
You may find it helpful to re-read this Student Learning Agreement before you make a complaint.
The agreement, which you accepted when you enrolled, explains our responsibilities, and yours, and may help to avoid any misunderstandings.
When we receive a complaint, we promise to:
1. Reply within two working days.
2. Do what we can to put things right.
3. Let you know the outcome by email.
If a complaint is not resolved to your satisfaction, please email us at: firstname.lastname@example.org. Put the word Complaint in the subject field.
We promise to:
1. Acknowledge your email within two working days.
2. Investigate the issue within seven working days.
3. Let you know the outcome by email.
4. Do what we can to put things right.
You may also approach our accreditors:
Their contact details are here:
Their contact details are here:
If we are unable to resolve your complaint you may be able to conduct Alternative Dispute Resolution (ADR) via the European Commission Online Dispute Resolution portal.
For more information, please visit: