1. What you can complain about
This procedure covers product, account, billing, subscription, tutor-tool, human-service, privacy and general customer-service complaints. Safeguarding concerns use the urgent Safeguarding route.
2. How to complain
Email support@exam-bytes.co.uk and state that the message is a formal complaint. Include the adult account email, relevant profile, class, order or payment identifier, what happened and when, steps already taken and the outcome requested. Do not send more child information than is reasonably needed.
3. Response times
EBA acknowledges complaints within seven business days and aims to provide a substantive response within 30 business days. If a complex matter needs longer, EBA explains the delay and gives an update. Urgent safety or security matters may be acted on sooner.
4. How EBA investigates
EBA may review relevant account, billing, support, class, practice or meeting records, ask questions, speak to people involved and check the terms, privacy notice, product description and applicable law. Remedies may include a correction, explanation, apology, refund, account change, connection removal or service re-performance where appropriate.
5. Billing and cancellation complaints
Recurring subscriptions can be cancelled through Manage subscription. A billing complaint does not itself cancel a plan, so the account holder should also cancel where cancellation is wanted. Refunds and cooling-off rights are explained on the subscriptions page.
6. Data protection complaints and rights requests
Make clear if the complaint concerns personal information. EBA acknowledges data protection complaints within seven business days, investigates without undue delay and aims for a substantive outcome within 30 business days. Rights requests such as access or deletion follow their own legal timetable. People can also complain to the UK Information Commissioner’s Office.
7. If a complaint remains unresolved
If EBA’s final response does not resolve the complaint, the complainant may seek independent advice or use any court, regulator or other available complaint route. This procedure does not limit statutory rights.
8. Complaint records
Complaint information is kept only as long as reasonably needed to investigate, provide an outcome, meet legal or regulatory duties and establish or defend legal claims. These records are access-restricted.
9. Respectful and accessible communication
EBA makes reasonable adjustments to the complaints process where required. EBA may limit abusive or threatening communication while still providing a reasonable route for a genuine complaint.
10. Contact details
Email: support@exam-bytes.co.uk. Postal address: KVASIR TUTELAGE LIMITED, 127 Conisborough Crescent, London, SE6 2SQ, England.