1. Introduction

Stratford Academy is committed to maintaining a professional, transparent, and student-focused learning environment. This Complaints & Resolution Policy outlines the process for submitting, reviewing, escalating, and resolving complaints related to Stratford Academy’s online courses, student support, academic services, payments, platform access, communication, or other service-related matters.

By enrolling in a Stratford Academy program or using our services, students agree to follow this official complaint resolution process before initiating external disputes, public claims, chargebacks, or third-party complaints.

2. Purpose of This Policy

The purpose of this policy is to:

• Provide students with a clear and structured complaint process
• Ensure concerns are reviewed fairly and professionally
• Allow Stratford Academy to investigate complaints based on records and evidence
• Resolve genuine concerns through proper internal channels
• Prevent misuse of informal complaints, false claims, or unsupported allegations
• Maintain transparency, professionalism, and accountability in student support

3. Scope of Complaints

This policy applies to complaints related to:

• Course access or LMS issues
• Live classes or recorded session access
• Instructor, mentor, or counselor communication
• Academic support or learning resources
• Assignments, projects, assessments, or course progress
• Payment, billing, installment, or invoice-related concerns
• Refund or cancellation requests
• Career support or placement assistance services
• Certificate or completion document queries
• Technical issues affecting platform usage
• Student support or administrative response delays

Complaints outside Stratford Academy’s control, including third-party financing decisions, bank approvals, payment gateway issues, employer hiring decisions, certification body decisions, internet problems at the student’s end, or personal scheduling conflicts, may be reviewed only to the extent Stratford Academy is directly involved.

4. Official Complaint Submission Process

Students must submit complaints through Stratford Academy’s official communication channels listed on the website.

A valid complaint should include:

• Full name
• Registered email address
• Phone number
• Program or course name
• Enrollment date, if applicable
• Description of the issue
• Relevant dates and communication history
• Screenshots, payment receipts, emails, LMS records, or other supporting documents
• Specific resolution requested

Complaints submitted without sufficient details may be delayed, returned for clarification, or closed if the matter cannot be verified.

5. Informal Communication vs. Formal Complaint

General messages, missed calls, social media comments, verbal concerns, WhatsApp messages without proper details, or informal remarks may not be treated as formal complaints unless submitted through the official complaint process.

To ensure proper tracking and resolution, students must submit complaints in writing with complete details and supporting evidence.

6. Complaint Acknowledgement

Once a complaint is received through the official channel, Stratford Academy will review the submission and acknowledge receipt within a reasonable timeframe.

The acknowledgement does not mean the complaint has been accepted as valid. It only confirms that the matter has been received for review.

Stratford Academy may request additional information or clarification before beginning a full investigation.

7. Review and Investigation

Complaints will be reviewed based on available records, including but not limited to:

• Enrollment records
• Payment history
• LMS access logs
• Class attendance records
• Emails, calls, chats, or official communication
• Assignment or project submission records
• Support ticket history
• Counselor, instructor, or mentor updates
• Applicable policies and written agreements

Stratford Academy reserves the right to reject complaints that are false, misleading, incomplete, abusive, unsupported, duplicated, or already resolved.

8. Resolution Timeline

Stratford Academy will make reasonable efforts to review and respond to complaints within a practical timeframe, depending on the complexity of the matter.

Simple issues, such as access errors or schedule clarification, may be resolved faster.

Complex issues involving payments, refunds, academic records, third-party providers, attendance verification, or service delivery history may require additional review time.

Students are expected to cooperate with the review process and respond promptly to any request for additional information.

9. Possible Resolutions

Depending on the nature of the complaint and available evidence, Stratford Academy may offer one or more of the following resolutions:

• Clarification of policy or enrollment terms
• Technical support or LMS access correction
• Rescheduling of a missed or affected session, where applicable
• Batch transfer or course access adjustment, subject to approval
• Academic support or counselor follow-up
• Review of instructor or mentor-related concern
• Correction of administrative or billing error, if verified
• Refund or cancellation review under the Refund & Cancellation Policy
• Written explanation where the complaint is not supported by records
• Closure of complaint if no policy violation or service failure is found

A requested resolution is not guaranteed and will be assessed according to Stratford Academy’s policies, records, and applicable terms.

10. Refund and Payment-Related Complaints

Complaints involving refunds, cancellations, installments, financing, payment disputes, or chargebacks will be reviewed strictly under Stratford Academy’s Refund & Cancellation Policy, Terms & Conditions, and any written enrollment or payment agreement accepted by the student.

Submitting a complaint does not automatically pause payment obligations, cancel enrollment, approve a refund, or cancel any third-party financing or payment arrangement.

Where a third-party financing provider, bank, payment processor, or payment gateway is involved, the student may also be required to contact the relevant provider directly.

11. Career Support and Placement-Related Complaints

Stratford Academy may provide resume guidance, interview preparation, mentorship, project support, job-search guidance, or placement assistance where applicable.

However, complaints based solely on failure to secure employment, salary increase, promotion, interview selection, employer response, visa outcome, or third-party certification approval will not automatically qualify for refund, cancellation, or compensation.

Career outcomes depend on multiple independent factors, including student effort, attendance, skill development, project completion, interview performance, prior experience, market conditions, and employer requirements.

12. Escalation Process

If a student is not satisfied with the initial response, they may request escalation by replying through the same official complaint channel and clearly stating:

• Why they disagree with the response
• What facts or evidence they believe were not considered
• The specific resolution they are requesting
• Any additional supporting documentation

Escalated complaints may be reviewed by a senior support, academic, administrative, or compliance representative, depending on the issue.

Repeated escalation without new facts, evidence, or policy basis may be declined.

13. Student Conduct During Complaint Review

Students are expected to maintain respectful and professional communication throughout the complaint process.

The following conduct is not acceptable:

• Abusive, threatening, defamatory, or harassing language
• False allegations or misleading statements
• Repeated duplicate complaints after closure
• Public posting of private communication or internal records
• Misuse of Stratford Academy’s name, logo, certificates, or documents
• Attempts to pressure staff through intimidation, threats, or reputational harm
• Filing improper payment disputes after receiving services and access

Violation of this section may result in suspension of services, complaint closure, denial of further informal communication, or further action where appropriate.

14. False, Misleading, or Unsupported Complaints

Stratford Academy takes genuine student concerns seriously. However, complaints that are found to be false, misleading, fabricated, abusive, or unsupported by records may be rejected.

Where a student makes false claims regarding non-enrollment, non-delivery of services, unauthorized payment, non-access, or non-communication despite contrary evidence, Stratford Academy reserves the right to rely on its records and submit evidence to relevant payment processors, banks, financing partners, legal advisors, or regulatory bodies where necessary.

15. Confidentiality

Complaint records, student information, internal investigation findings, staff responses, LMS records, payment details, and communication history may be treated as confidential and used only for review, resolution, compliance, recordkeeping, or legal purposes.

Students are expected not to publicly disclose private communications, internal records, or confidential information without authorization.

16. Third-Party Matters

Stratford Academy may assist students in understanding third-party payment, financing, platform, or certification-related matters where possible. However, Stratford Academy is not responsible for independent decisions, delays, denials, technical issues, credit reporting, payment obligations, or policies of third-party providers.

Complaints relating exclusively to third-party providers must be raised directly with the relevant provider.

17. Final Decision

After review, Stratford Academy may issue a final written response. The final response may include approval, partial approval, denial, clarification, alternative support, or closure of the complaint.

Once a final decision is issued, the matter may be considered closed unless the student provides new, relevant, and verifiable evidence that was not previously available.

18. No Retaliation

Stratford Academy will not penalize a student for raising a genuine complaint in good faith through the official process.

However, this protection does not apply to complaints made in bad faith, complaints involving abusive conduct, false allegations, misuse of records, harassment, fraud, or violation of Stratford Academy’s policies.

19. Policy Relationship

This Complaints & Resolution Policy should be read together with Stratford Academy’s:

• Terms of Use
• Terms & Conditions
• Privacy Policy
• Refund & Cancellation Policy
• Disclaimer
• Any program-specific enrollment agreement or payment terms

In the event of conflict, the most specific applicable written policy or agreement shall apply, subject to applicable law.

20. Contact and Complaint Submission

Students may submit complaints or resolution requests through the official communication channels listed on Stratford Academy’s website.

Students should ensure that their complaint is complete, truthful, evidence-supported, and submitted from the registered email address wherever possible.

21. Acknowledgement

By using Stratford Academy’s website, submitting an inquiry, enrolling in a course, accessing LMS, attending classes, making payment, or using any Stratford Academy service, the student acknowledges and agrees to follow this Complaints & Resolution Policy for all service-related concerns.