1. What you can complain about
This procedure covers product, account, billing, subscription, tutor-tool, founder-led service, privacy, adult marketing or outreach and general customer-service complaints. Safeguarding concerns have an urgent route on the Safeguarding page.
2. How to complain
Email support@exam-bytes.co.uk and state that the message is a formal complaint. Include:
- the adult account email;
- the relevant child profile, class, order or payment identifier;
- what happened and when;
- the steps already taken; and
- the outcome requested.
Information to include
Do not send more child information than is reasonably needed. If the complaint concerns a marketing or outreach message, include the adult email address, the message or date, and the outcome requested.
3. Response times
EBA will acknowledge a complaint within seven business days.
EBA aims to provide a substantive response within 30 business days. A substantive response may resolve the complaint or explain the findings and proposed action. If a complex matter reasonably needs more time, EBA will explain the delay and provide a progress update.
Urgent safeguarding or security issues may be acted on before the ordinary complaint timetable.
4. How EBA investigates
EBA may review account, billing, support, access, class, practice, meeting, outreach or communication records relevant to the complaint; ask for clarification; speak to people involved; and check the Terms, Privacy Notice, product description and applicable law.
EBA may offer a correction, explanation, apology, refund, account change, connection removal, service re-performance, suppression from adult outreach or another proportionate remedy where appropriate.
5. Billing and cancellation complaints
Recurring subscriptions can be cancelled through Manage subscription. A billing complaint does not itself cancel a subscription, so the account holder should also use that route where cancellation is wanted.
Refunds and cooling-off rights are explained on the Subscriptions and cancellations page.
6. Data protection complaints and rights requests
Make clear where the complaint concerns personal information. EBA will acknowledge a data protection complaint within seven business days, investigate without undue delay, keep the complainant informed and aim for a substantive outcome within 30 business days.
A rights request, such as a request for access or deletion, is handled under its own legal timetable even when submitted with a complaint. More detail is in the Privacy Notice. A person may complain to the Information Commissioner’s Office if dissatisfied with EBA’s handling of personal information.
7. If a complaint remains unresolved
If our final response does not resolve the complaint, you may seek independent advice or use any court, regulator or other complaint route available to you.
Nothing in this complaints procedure limits your statutory rights or any remedy available under applicable law.
8. Complaint records
EBA keeps complaint information only as long as reasonably needed to investigate, provide an outcome, meet legal or regulatory duties and establish or defend legal claims. Complaint records are access-restricted and are not used to recreate an account deleted after the restoration window.
9. Respectful and accessible communication
EBA will make reasonable adjustments to the complaints process where required. Complainants and EBA representatives should communicate respectfully. EBA may limit abusive or threatening communications 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.