Complaints policy
Draft for legal review — effective date: [to be supplied by the owner: the date these pages take effect].
How to complain
Email info@ukrainemedicaladmissions.com with "Complaint" in the subject line, your name, the email address you used with us, what went wrong, and what you would like us to do.
What happens next
- We acknowledge your complaint within 3 working days [proposed in the draft, not yet approved by the owner].
- We investigate and reply with our findings and any remedy within 15 working days [proposed in the draft, not yet approved by the owner]; if we need longer we tell you why and when to expect our answer.
- If you are not satisfied, you can ask for the complaint to be reviewed by the business owner [proposed in the draft, not yet approved by the owner], who replies within a further 10 working days [proposed in the draft, not yet approved by the owner].
Refunds and remedies
We do not charge for our service at present. University fees are paid to the university and are subject to the university's own rules.
What we cannot change
We cannot overturn a university's admission decision or an authority's visa decision; complaints about those decisions must be directed to the body that made them.
Records
We keep a record of each complaint and its outcome, and use them to improve the service. How long complaint records are kept: [to be supplied by the owner: how long complaint records are kept].
- Operated by: [to be supplied by the owner: the legal name of the person or company that runs this service]
- Postal address for formal requests: [to be supplied by the owner: a postal address for formal requests (a business or correspondence address; it is published, so never a residential address you do not want public, and never called a registered office unless it is one)]
- Outside body for complaints we cannot resolve: [to be supplied by the owner: the outside body an unresolved complaint can be taken to, or "not applicable"]