1. Purpose of This Policy

The purpose of this Policy is to provide a clear and fair process for:

• Raising complaints or concerns;
• Reporting service, access, billing, conduct, or communication issues;
• Requesting review of a disputed decision or transaction;
• Escalating unresolved concerns through the appropriate channels; and
• Ensuring complaints are reviewed in a structured, timely, and documented manner.

Learning Saint is committed to handling complaints professionally, respectfully, and in good faith.

2. What Can Be Raised Under This Policy

A complaint or dispute may relate to matters including, but not limited to:

• Course or service access;
• Onboarding delays;
• Billing or payment issues;
• Refund-related concerns;
• Communication or support concerns;
• Quality of service concerns;
• Conduct of staff, mentors, trainers, counselors, or support teams;
• Technical access problems;
• Account restrictions or access suspension;
• Certificate or document delivery issues;
• Data privacy concerns;
• Any other issue connected with Learning Saint’s services or operations.

3. What Is a Complaint or Dispute

For the purpose of this Policy:

• A complaint means any expression of dissatisfaction regarding Learning Saint’s services, conduct, communications, delivery, or handling of a matter;
• A dispute means a complaint that involves disagreement over a decision, payment, eligibility, access status, refund position, service-delivery status, or another matter requiring formal review.

A complaint does not become invalid simply because it is raised informally first. Learning Saint may treat any clear written expression of dissatisfaction as a complaint for review purposes.

5. Initial Review and Acknowledgement

Once a complaint is received, Learning Saint will aim to acknowledge it within a reasonable time.

Where required by applicable law or internal compliance practice, complaints may be acknowledged within 48 hours of receipt. India’s e-commerce framework specifically expects acknowledgement of consumer grievances within 48 hours.

The acknowledgement may:

• Confirm receipt;
• Assign the complaint to the appropriate team;
• Request additional documents or clarification, where needed; and
• Confirm the next stage of review.

Acknowledgement of a complaint does not mean that the complaint has been accepted or resolved. It only confirms that the matter has entered review.

6. Complaint Handling Stages

At the frontline review stage, Learning Saint may:

• Review records;
• Check payment status;
• Verify access logs;
• Confirm onboarding status;
• Review communication history;
• Examine internal notes or service history; and
• Provide clarification, correction, or first-level resolution.

The ICO’s complaint-handling guidance also emphasizes a step-by-step process involving intake, investigation, response, and improvement.

7. Review Factors

In reviewing a complaint or dispute, Learning Saint may consider factors including:

• Payment confirmation;
• Service-delivery status;
• Access logs;
• LMS or portal activity;
• Onboarding history;
• Communication records;
• Course enrollment status;
• Attendance or participation records;
• Mentor, support, or counselor notes;
• Applicable policies and contractual documents;
• Whether services were rendered;
• Whether the issue arose from user-side or platform-side causes;
• Whether the complaint is supported by documentation.

Where the complaint relates to a refund issue, Learning Saint may also review whether the service was already rendered, commenced, activated, or made available, as described in the Refund and Return Policy.

8. Resolution Timelines

Learning Saint will make reasonable efforts to review and respond to complaints as promptly as possible.

Typical timelines may be:

• Acknowledgement: Within 48 business hours where feasible;
• Initial response: Within 7 to 10 business days in most standard cases;
• Escalated review: Within 15 business days where additional review is needed;
• Complex matters: Within 30 business days, or longer where the matter requires extensive verification, third-party coordination, technical analysis, or legal review.

Where additional time is needed, Learning Saint may notify the complainant accordingly.

It is common and sensible to build a documented multi-step complaint process rather than promising instant resolution, especially where records, payment history, or delivery evidence must be reviewed.

9. Possible Outcomes

Following review, Learning Saint may decide to:

• Provide clarification or explanation;
• Reject the complaint with reasons;
• Uphold the complaint in whole or in part;
• Correct an error;
• Restore or adjust access;
• Provide alternate delivery or support;
• Approve a refund in full or in part, where permitted under the Refund and Return Policy or applicable law;
• Offer another reasonable operational resolution; or
• Close the matter where no further action is considered necessary.

Any remedy, if granted, will depend on the facts of the case, the applicable policy, and applicable law.

11. Chargebacks and Payment Disputes

Before initiating a chargeback or bank dispute, complainants are encouraged to first contact Learning Saint through the complaint channels above so the matter may be reviewed internally.

If a chargeback, payment reversal, or unauthorized dispute is initiated, Learning Saint may submit relevant records, including:

• Transaction details;
• Invoices;
• Access logs;
• Onboarding evidence;
• Communications;
• Service-delivery status; and
• Applicable policies.

The FTC’s consumer-protection role centers on unfair and deceptive business practices, which is one reason clear billing and complaint procedures matter.

12. Privacy-Related Complaints

If a complaint concerns personal data, privacy, access requests, correction, deletion, marketing communications, or data handling, the matter may be reviewed under Learning Saint’s Privacy Policy and routed to the privacy or data protection contact.

Privacy complaints may be emailed to: dpo@learningsaint.com

Where applicable law grants a complainant a right to approach a supervisory authority or regulator, nothing in this Policy is intended to restrict that right.

13. Conduct-Related Complaints

Complaints regarding the behavior of staff, trainers, mentors, counselors, faculty, support teams, or users may be investigated internally.

Learning Saint may take appropriate action where justified, which may include:

• Internal review;
• Corrective guidance;
• Disciplinary action;
• Change of point of contact;
• Access restrictions;
• Suspension; or
• Other appropriate operational or compliance measures.

Learning Saint is not required to disclose confidential personnel outcomes to the complainant unless required by law.

15. No Retaliation for Genuine Complaints

Learning Saint will not intentionally penalize a candidate or user merely for raising a genuine complaint in good faith.

However, this protection does not extend to false allegations, abusive communications, threats, harassment, fraud, or misuse of the complaint process.

16. Recordkeeping

Learning Saint may maintain records of complaints, supporting documents, communications, internal findings, and final outcomes for operational, compliance, audit, legal, and service-improvement purposes, subject to the Privacy Policy and applicable law.

17. External Rights

Nothing in this Policy is intended to limit any non-waivable legal right available to a complainant under applicable law.

Where applicable, a complainant may also have the right to approach:

• A consumer authority;
• A data protection authority;
• A regulator;
• A court;
• An ombudsman or dispute-resolution forum, where available under law.

India’s consumer framework also expects e-commerce entities to display grievance-contact details, while UK public guidance treats a complaint as an expression of dissatisfaction about service or conduct.