Complaints
Last updated 1 August 2026 · Version 1.0
How to complain, who reads it, how long each stage takes, and where to go if we cannot put it right. Complaining never affects your place on a programme.
In short
Email support@ashwoodeducation.com with what went wrong. We acknowledge within two working days and give you a full answer within five working days. If you are not satisfied you can ask for it to be reviewed by someone who was not involved.
Before you complain
If it is something a tutor or the admissions team can sort out — a missed session, a timetable clash, a question about your place — say so first. Most things are fixed in a day that way, and nothing you do here stops you making a formal complaint later if it is not. Using this procedure does not affect your place on a programme, and it never will.
Stage 1 — tell us
Email support@ashwoodeducation.com from the address you enrolled with, or any address if you are not a student. Please include:
your name and, if you are a student, the programme and its start date;
what happened, and roughly when;
anything that shows it — an email, a screenshot, a payment reference.
We acknowledge within two working days and answer within five. If we need longer — because we have to speak to a tutor who is teaching, say — we tell you that within the five days, explain why, and give you a date.
Stage 2 — ask for a review
If our answer does not settle it, reply within 20 working days and say you want it reviewed. A director who was not involved in the original decision looks at it afresh, and you get the outcome in writing within ten working days. That is our final response, and it will say so plainly.
Complaints about a refund
Refunds have their own rules and timescales, set out in the refund and cancellation policy. If you are unhappy with how one was handled, complain here in the normal way and say it is about a refund, with the payment reference.
What we do with complaints
We record every complaint, what it was about and how it ended, and review them so the same thing does not keep happening. Records are kept for six years, which is how long we may need them if a complaint becomes a legal claim, and are held under the privacy policy. We do not treat anyone differently for having complained.
DRAFT — NOT LEGAL ADVICE
This page is a structural draft written to show layout and tone. Every clause must be reviewed and signed off by the client’s solicitor before launch, and the bracketed values replaced with real ones.