We want concerns raised early and handled fairly. Making a genuine complaint will not affect your access to learning or career support, except where a separate safety, conduct or security issue requires action.
1. What this procedure covers
You can use this procedure for concerns about programme delivery, communication, learner support, mentoring, assessments, access to promised services, billing, staff conduct, discrimination, accessibility, refunds or another Academy experience.
Privacy complaints can also be raised through this process, although requests to exercise data-protection rights should normally be sent to hello@taokudi-qaacademy.com and will be handled under our Privacy Policy.
2. Step 1 — Raise the complaint
Email hello@taokudi-qaacademy.com with the subject line Complaint — [your name].
Please include:
- your full name and the email address used for your application or enrolment;
- your programme and cohort, where relevant;
- a clear description of what happened and when;
- any relevant emails, screenshots, payment references or other evidence; and
- the outcome you would like us to consider.
We aim to acknowledge a formal complaint within 2 business days.
3. Step 2 — Investigation
A complaint will normally be reviewed by someone with sufficient authority to investigate the issue and, where practical, someone who was not directly responsible for the matter being complained about.
We may contact you for clarification or additional evidence. We may also review relevant attendance records, learning-platform records, correspondence, invoices, programme materials or staff accounts where appropriate.
We aim to provide a substantive written response within 10 business days of receiving enough information to investigate. If the issue is complex and we need longer, we will explain why and provide an updated target date. Our aim is to resolve complex complaints within 20 business days where reasonably possible.
4. Outcomes and possible remedies
Our written response will explain what we found and any action we propose. Depending on the circumstances, possible outcomes may include:
- an explanation or clarification;
- an apology where appropriate;
- correction of information or records;
- a replacement session, mentoring appointment or learning resource;
- a cohort transfer or service credit;
- a refund or partial refund where appropriate under our Refund & Cancellation Policy or applicable law;
- a process or training improvement; or
- no further action where the complaint is not upheld.
5. Requesting an internal review
If you believe the response materially missed relevant evidence, contained a factual error or did not reasonably address the complaint, you may request one internal review.
Send the request within 10 business days of the outcome and explain the specific point you want reviewed. Where reasonably possible, the review will be handled by a different senior person. We aim to issue the review outcome within 10 business days.
6. External rights
This procedure does not prevent you from using any regulator, court, payment dispute process or other remedy available to you under applicable law.
For example, consumers in Nigeria may have rights to approach the Federal Competition and Consumer Protection Commission in appropriate circumstances. Privacy complaints may also be made to the Nigeria Data Protection Commission where its jurisdiction applies.
7. Privacy, confidentiality and records
We will share complaint information internally only where reasonably necessary to investigate, respond, protect individuals or comply with law. Complaint records will be handled in accordance with our Privacy Policy and retained for an appropriate period for service improvement, legal and dispute-resolution purposes.
8. Unreasonable or abusive communications
We will not disadvantage someone for making a genuine complaint. However, threatening, discriminatory, abusive or intentionally disruptive behaviour may be managed separately under our learner-conduct rules. We may set reasonable communication boundaries while continuing to address the underlying complaint.
9. Contact
Formal complaints should be sent to hello@taokudi-qaacademy.com.