π Complaints Policy
APEIRON is committed to providing a high-quality education experience. This policy outlines how we handle concerns and complaints fairly, transparently, and promptly.
Our Commitment
At APEIRON, we strive to deliver excellence in British curriculum education (Edexcel & Cambridge CIE). We value feedback from students, parents, and staff as it helps us improve our services. This policy applies to all APEIRON stakeholders including students, parents/guardians, staff, and third-party partners.
Policy Reference: APEIRON-COMP-001
Last Updated: July 29, 2026
Review Date: July 29, 2027
π What Can Be Complained About
Scope of Complaints
- Academic Matters: Teaching quality, curriculum delivery, assessment methods, resource availability
- Administrative Matters: Enrollment process, fee payments, communication, record keeping
- Staff Conduct: Professionalism, responsiveness, behavior, communication
- Facilities and Resources: Classroom conditions, online platform functionality, learning materials
- Equality and Diversity: Discrimination, harassment, unfair treatment
- Health and Safety: Physical or online safety concerns
What cannot be complained about: Matters already resolved through other policies, anonymous complaints (unless exceptional circumstances), trivial or vexatious complaints, or matters outside APEIRON's control.
π Complaint Procedure
Informal Resolution
Raise the issue directly with the relevant staff member (teacher, coordinator, or admin). Most issues can be resolved informally within 5 working days.
Who to contact: Your subject teacher or the course coordinator.
Formal Complaint
If not resolved, submit a formal written complaint to the Academic Coordinator or Centre Manager via email or the form below.
Who to contact: Academic Coordinator β academic@apeironlab.science
Investigation
Your complaint will be acknowledged within 3 working days. A full investigation will be completed within 15 working days.
You may be contacted for additional information during this period.
Resolution & Appeal
You will receive a written response with findings and proposed actions. If unsatisfied, you may appeal to the Centre Director within 10 working days.
β±οΈ Response Timeline
| Stage | Action | Timeframe |
|---|---|---|
| 1 | Acknowledgement of formal complaint | Within 3 working days |
| 2 | Investigation and evidence gathering | 5-10 working days |
| 3 | Preliminary response | Within 15 working days |
| 4 | Final resolution letter | Within 20 working days |
| 5 | Appeal outcome | Within 10 working days of appeal |
* Complex cases may require additional time. You will be notified of any delays.
π Confidentiality & Safeguarding
- Confidentiality: All complaints are handled confidentially. Information is shared only with those directly involved in the investigation.
- No Victimisation: APEIRON does not tolerate any form of victimisation against anyone who raises a genuine complaint.
- Safeguarding: If a complaint raises safeguarding concerns about a child or vulnerable adult, the matter will be referred immediately to the relevant authorities.
- Data Protection: All personal data is handled in accordance with UK GDPR and Bangladesh data protection laws.
π’ External Escalation
If you are not satisfied with APEIRON's final response, you may escalate the matter to the relevant external bodies:
- Edexcel (Pearson) Qualifications: Pearson Customer Support
- Cambridge CIE Qualifications: Cambridge International Contact
- Local Education Authorities (Bangladesh): Directorate of Secondary and Higher Education
- UK ENIC (for international recognition): www.enic.org.uk
βοΈ Submit a Formal Complaint
By submitting this form, you confirm that the information provided is accurate to the best of your knowledge. APEIRON will handle your complaint in accordance with this policy.
π Contact Information
Address
Apeiron, NP Tower, 2nd Floor
East Dargha Gate, Amberkhana
Sylhet, Bangladesh
Office Hours
Saturday - Thursday: 4pm - 7pm
Friday: Closed