Compliant Policy

NEXUS OFS Formal Complaints Procedure for Dissatisfied Learners 

  1. Introduction
    At NEXUS OFS, we are committed to providing high-quality training services and ensuring that all learners have a positive and enriching experience. We take any concerns or dissatisfaction seriously and encourage learners to express their feedback. This procedure outlines the steps learners should follow if they wish to formally submit a complaint regarding their training experience.
  2. Purpose
    The purpose of this complaints procedure is to ensure that any complaints raised by learners are handled in a consistent, fair, and timely manner. We aim to resolve complaints to the satisfaction of the learner while improving our services and training offerings.
  3. How to Submit a Complaint
    If a learner is dissatisfied with any aspect of the training, they should follow the steps below:
  • Step 1: Informal Resolution (Optional but encouraged) 
    Before submitting a formal complaint, we encourage learners to discuss the issue informally with the instructor or trainer. This provides an opportunity to resolve the issue directly and quickly. 
  • Step 2: Formal Complaint Submission 
    If the issue remains unresolved after an informal discussion, the learner may submit a formal complaint on our website or via email. Complaints should be sent to: 

Email: [email protected] 

The formal complaint should include the following details: 

  • Full name of the learner 
  • Course title and dates attended 
  • A clear description of the complaint, including the nature of the dissatisfaction 
  • Any steps taken to resolve the issue informally (if applicable) 
  • Desired outcome or resolution 

Step 3: Acknowledgment of Complaint 
Upon receipt of the formal complaint, NEXUS OFS will acknowledge the complaint within 5 working days. The acknowledgment will confirm that the complaint has been received and outline the next steps in the process. 

  1. Investigation Process
    Once a formal complaint is received, a thorough investigation will be conducted to assess the situation. The investigation may include:
  • Reviewing course materials, communication logs, or relevant documentation 
  • Speaking to the learner, instructor, or other relevant parties 
  • Gathering any additional evidence as necessary 

The investigation will be completed as quickly as possible. However, if further time is needed for investigation, the learner will be informed of the delay and a new estimated resolution date will be provided. 

  1. Resolution

After completing the investigation, the learner will be informed of the findings and the decision. The possible outcomes include:

  • Resolution of the Complaint: The learner’s concerns are addressed, and any necessary actions are taken to resolve the issue. 
  • No Grounds for Action: If the complaint is not upheld, the learner will be provided with a clear explanation of the reasons. 
  • Alternative Solutions: If applicable, alternative solutions may be offered, such as offering additional support, remedial training, or changes to course content. 

The learner will be informed of the final decision in writing (via email) within 15 working days from the date the formal complaint was received. 

  1. Appeals Process
    If the learner is dissatisfied with the resolution, they may appeal the decision. The appeal must be submitted in writing to NEXUS OFS within 10 working days from the date the outcome was communicated.

An independent review of the complaint will be conducted, and the learner will be notified of the outcome of the appeal within 10 working days of the appeal submission. 

  1. Confidentiality
    All complaints and investigations will be treated with the highest level of confidentiality. Information about the complaint will only be shared with individuals who need to be involved in the resolution process.
  2. Final Decision
    The final decision of NEXUS OFS will be communicated to the learner in writing. The decision will be considered final, and no further appeals will be accepted.

 

For any further questions regarding this procedure or assistance in submitting a complaint, please contact us at: 

Email: [email protected] 
Company Address: 
NEXUS OFS 
Compass Building, Al Shohada Road, 
RAS, UAE 

We value your feedback and strive to continuously improve our services. Thank you for bringing any concerns to our attention.