Version date: August 2025

1. Introduction

Edvia views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Our policy is:

1.1 To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint;

1.2 To make sure everyone at Edvia knows what to do if a complaint is received;

1.3 To make sure all complaints are investigated fairly and in a timely way;

1.4 To make sure that complaints are, wherever possible, resolved and that relationships are repaired;

1.5 To gather information which helps us to improve what we do

2. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of the services provided by Edvia.

3. Where Complaints Come From

Complaints may come from any individual, student, or organisation who has an interest with Edvia. A complaint can be received by email or in writing.

This policy does not cover complaints from staff, who should refer to Edvia’s internal HR policy documents on such matters.

4. Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

5. Responsibility

Overall responsibility for this policy and its implementation lies with the Board of Edvia.ai Limited.

6. Review

This policy is reviewed regularly and updated as required.

Complaints Procedure of Edvia

1. Publicised Contact Details for Complaints

Written complaints may be sent to:

Edvia.ai

25 Leeming Road
Borehamwood
WD6 4EB
England

Or by email to info@edvia.ai.

2. Receiving Complaints

Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.

3. Resolving Complaints

3.1 Stage One

3.1.1 In many cases, a complaint is best resolved by the person responsible for the issue being complained about.

3.1.2 If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.

3.1.3 Whether or not the complaint has been resolved, the complaint information should be passed to the Director of Operations within seven business days.

3.1.4 On receiving the complaint, the Director of Operations will record it in the complaints logbook. If it has not already been resolved, they will delegate an appropriate person to investigate it and to take appropriate action.

3.1.5 If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

3.1.6 Complaints should be acknowledged within seven working days, stating who is handling the case and when the complainant can expect a reply. A copy of this Complaints Procedure should be attached.

3.1.7 Ideally, complainants should receive a definitive reply within one month. If this is not possible, a progress report will be provided with an indication of when a full reply will be given.

3.1.8 Whether the complaint is justified or not, the reply should describe the investigation carried out, the conclusions, and any action taken as a result of the complaint.

3.2 Stage Two

3.2.1 If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they may request that the complaint is reviewed by the CEO and CTO.

3.2.2 The request for this review should be acknowledged within five working days, confirming who will deal with the case and when a response can be expected.

3.2.3 The CEO and CTO may investigate the facts themselves or delegate a suitably senior person. This may involve reviewing the paperwork of the case and speaking with the Stage One handler.

3.2.4 The person who dealt with the original complaint should be kept informed.

3.2.5 If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.

3.2.6 Ideally, a definitive reply should be given within a month. If not possible, a progress update should be sent.

3.2.7 The reply should describe the investigation, conclusions, and any action taken.

3.2.8 The decision at this stage is final, unless the CEO or CTO decides it is appropriate to seek external assistance for resolution.

4. Variations of the Complaints Procedure

The Board may vary the procedure for good reason. For example, a complaint about the CEO should not also have the CEO involved in the Stage Two review.

5. Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need for further action.