Effective date: 23rd August 2021
We are committed to handling concerns fairly and promptly. This Procedure sets out how learners, applicants, partners and the public may raise complaints with Quill Learning Pte Ltd, 7 Temasek Boulevard, #12-07 Suntec Tower One, Singapore 038987.
What this covers?
- • Service issues (admissions, guidance, communication)
- • Marketing/content concerns (accuracy of information)
- • Teaching/support provided by us or our delivery partners
- • Data protection/privacy concerns (see Privacy Policy for rights)
Academic decisions and progression outcomes made by universities or awarding organisations are governed by their own regulations. We can help you contact them, but cannot overturn their decisions.
Our principles
- • Accessible and free of charge
- • Respectful and without retaliation
- • Timely: clear SLAs for acknowledgement and resolution
- • Evidence‑based, with reasons provided
How to complain?
Email enquiry@quill-learn.com or use our website contact form. Include your full name, contact details, programme (if any), a concise description, dates, and any evidence (emails, screenshots). For privacy complaints, write to enquiry@quill-learn.com.
Process & timelines
- • Acknowledgement: within 2 business days
- • Investigation & response: within 10 business days (complex matters may take longer; we'll update you)
- • Outcome: written response with reasons and any remedies
Escalation
If you are dissatisfied with the outcome, reply to request escalation within 10 business days. Your case will be reviewed by senior management. Final internal appeal is to the Managing Director.
External routes
Where a complaint concerns a regulated qualification (e.g., from a UK awarding organisation), you may also submit a complaint to the awarding organisation after our internal process concludes. We can provide the appropriate contact details on request.
Records & confidentiality
We keep a secure record of complaints and outcomes for quality assurance and regulatory purposes. Information is handled per our Privacy Policy.
International Transfers
We may store/process data in Singapore, Malaysia, or other countries where our providers operate. Where personal data is transferred across borders, we implement appropriate safeguards (e.g., contractual clauses).
Contact
General complaints: enquiry@quill-learn.com
Privacy/DPO: enquiry@quill-learn.com
For other inquiries, please refer to our contact page: https://quill-learn.com/contact
Get Personalised Guidance with Quill
Reach out to our advisors for tailored education planning and support.
Contact us