This policy concerns complaints about IESG's services, communications or conduct. Its purpose is to provide an accessible route for a concern to be understood, reviewed and answered within the company's responsibilities.
Matters within this policy
A client or another affected person can raise a concern about work accepted by IESG or information published in its name. A complaint does not have to use a legal expression or cite a particular policy.
Concerns about another organisation's decision may belong to that body's procedure. A company complaint does not replace an external appeal, regulator contact or applicable legal remedy.
How to raise a concern
Email complaints@iepx.org, use the complaints form or write to Service Complaint, INTERNATIONAL EDUCATION SERVICES GROUP LTD, 128 City Road, London, EC1V 2NX, United Kingdom.
Identify the service or interaction, explain what happened and provide relevant dates or references. Tell us what response you are seeking. Describe supporting material before sending confidential records so that an appropriate transfer route can be arranged.
Access to the process
A person need not be a current client to raise a relevant issue. An anonymous account may be considered on the available information, although the lack of contact details can prevent clarification or a response.
If you need help using the written route or an alternative format, explain the practical support required. A concern should not be disregarded merely because it is critical or expressed in non-technical language.
Responsibility for review
We assign the concern to a reviewer with appropriate authority and access to the relevant records. We consider material conflicts and arrange an alternative reviewer where the concern relates to the assigned person's own conduct or decision.
The review distinguishes the concern raised, available evidence, responses from relevant people and matters established. The outcome explains its basis; disagreement alone is not treated as proof of misconduct.
Acknowledgement and review arrangements
Where contact details are provided, the company acknowledges the concern and explains any clarification needed and the next review step. The nature and scope of the issue determine the work required.
If the review needs additional time, we explain the reason and the next expected step. We communicate the outcome rather than leaving you to infer it from silence.
Outcome and action
Our response addresses the issue, explains the findings and identifies action within IESG's responsibilities. Depending on the outcome, this can mean a correction, further work, an explanation, a procedural change or reasons why the requested action is not appropriate.
Where a concern identifies a recurring problem, follow-up addresses the process as well as the individual interaction. We retain a proportionate record of the complaint, review and response.
Further consideration
If the response appears incomplete, identify the information overlooked, a process concern or new evidence. Explain why it could affect the outcome. We consider the basis for further review and identify an appropriate reviewer, taking account of earlier involvement.
A request for further consideration is not a commitment to the outcome sought. It is a route to examine a substantive concern about the response.
Information and confidentiality
Information is used to manage and review the concern, obtain necessary advice and meet applicable obligations. We limit access to the people who need it for the review. Confidentiality remains subject to a fair response, necessary safeguarding action and legal disclosure requirements.
Do not disclose unnecessary information about learners or other individuals. Personal-information requests and privacy concerns can be sent directly to privacy@iepx.org.
ICEQC and other independent procedures
IESG can review its own support service. It cannot determine an ICEQC appeal or change a certification finding or status through this policy. Use ICEQC's official channels for matters within its authority, without waiting for company permission.
Policy maintenance
We use findings from complaints to correct service information, clarify responsibilities and improve working procedures. We update this policy when the review arrangements or contact channels change.