1. Purpose
Quplex Ltd is committed to providing high-quality academic programmes, clear communication, and professional support.
We welcome feedback and aim to resolve concerns promptly, fairly, and respectfully. This procedure explains how students, parents, clients, partners, and other affected individuals can raise a complaint.
2. Scope
This procedure covers complaints relating to:
the quality or delivery of a Quplex programme;
communication, administration, or customer service;
the conduct of a mentor, tutor, consultant, contractor, or member of staff;
programme coordination or agreed deliverables;
invoicing or payment administration;
data protection or the handling of personal information;
any other aspect of Quplex’s services.
Safeguarding concerns should be raised immediately under the Quplex Safeguarding Policy and should not wait for the ordinary complaints process.
Concerns involving immediate danger or suspected criminal activity should be reported directly to the appropriate emergency service or public authority.
3. Informal resolution
Where appropriate, concerns should first be raised with the relevant Quplex contact or programme coordinator.
Many concerns can be resolved quickly through clarification, correction, or an agreed practical solution.
We will normally acknowledge an informal concern within two working days and aim to resolve it within five working days.
A person may proceed directly to a formal complaint where:
the concern is serious;
informal resolution would be inappropriate;
previous attempts to resolve the matter have been unsuccessful; or
the complainant would prefer the matter to be formally recorded.
4. Formal complaint
Formal complaints should be submitted in writing to:
Email: compalints@quplex.co.uk
Post:
Quplex Ltd
Regus House
1010 Cambourne
Cambridge
England
CB23 6DP
The complaint should include, where possible:
the complainant’s name and contact details;
the student or programme concerned;
a clear description of what happened;
relevant dates, communications, or supporting documents;
any steps already taken to resolve the matter; and
the outcome sought.
Complaints should be submitted as soon as reasonably possible, normally within three months of the relevant event. Quplex may consider older complaints where there is a reasonable explanation for the delay.
5. Investigation and response
Quplex will:
acknowledge the formal complaint within three working days;
appoint an appropriate person to review the matter;
consider relevant records and, where necessary, speak to the individuals involved;
handle the complaint as confidentially as reasonably possible; and
provide a written outcome.
We aim to issue a substantive response within ten working days.
Where the matter is complex or requires additional information, we may need more time. If so, we will explain the reason and provide an updated response date.
The written outcome may include:
an explanation or clarification;
an apology;
corrective action;
changes to programme delivery or internal procedures;
a proposed financial or contractual remedy, where appropriate; or
confirmation that the complaint has not been upheld.
6. Request for review
If the complainant remains dissatisfied, they may request an internal review within ten working days of receiving the formal response.
The request should explain:
why the original response is considered insufficient;
any relevant information that was not previously considered; and
the outcome sought.
Where practicable, the review will be conducted by someone who was not responsible for the original decision.
Quplex aims to provide a final written response within fifteen working days of receiving the review request.
The review response represents the conclusion of Quplex’s internal complaints procedure.
7. Safeguarding complaints
Any complaint that raises a safeguarding concern will be referred immediately to the person responsible for safeguarding at Quplex and handled under the Safeguarding Policy.
Safeguarding concerns may be reported to:
Darren Lee Runham
Director, People & Compliance
safeguarding@quplex.co.uk
Quplex may need to share safeguarding information with relevant authorities even where the person raising the concern requests confidentiality.
8. Data protection complaints
Complaints about the use, storage, disclosure, or security of personal information may be sent to privacy@quplex.co.uk.
Quplex will handle data protection complaints in accordance with its Privacy Notice and applicable data protection law.
A complainant who remains dissatisfied may also have the right to raise the matter with the Information Commissioner’s Office.
9. Confidentiality and fair treatment
Complaints will be handled sensitively and information will be shared only with those who reasonably need it to review or respond to the matter.
No student, parent, client, employee, contractor, or partner will be treated unfairly because they have raised a genuine concern or complaint in good faith.
Knowingly false, malicious, or abusive complaints may be addressed separately where necessary.
10. Records and improvement
Quplex will keep proportionate records of formal complaints, investigations, outcomes, and any actions taken.
Complaints may be reviewed to identify recurring issues and improve Quplex’s programmes, policies, communication, and internal procedures.
11. Review of this procedure
Quplex will review this procedure periodically and update it when required by changes in its services, organisational arrangements, or applicable law.