Freedom Property Academy is committed to providing a good service. If something goes wrong, we want to hear about it and put it right. This Policy explains how to raise a complaint and what you can expect from us.
Freedom Property Academy ("we", "us", "our") is committed to providing a good service. If something goes wrong, we want to hear about it and put it right. This Policy explains how to raise a complaint and what you can expect from us.
We take all complaints seriously, whether about the Programme, our staff, billing, or how we've handled your personal data. We will handle your complaint fairly, investigate it properly, and keep you informed of progress.
You can complain about any aspect of our service, including (without limitation):
You can make a complaint:
Please give us as much detail as possible, including what happened, when, and what outcome you're looking for. This helps us investigate quickly and fairly.
For general service complaints, we aim to acknowledge your complaint within 5 working days, and to give you a full response within 20 working days.
If a complaint is more complex and needs longer to investigate, we will tell you why, and keep you updated on our progress.
If your complaint relates specifically to how we have handled your personal data, we will acknowledge it within 30 days of receipt, in line with our obligations under section 164A of the Data Protection Act 2018, and will respond substantively without undue delay, keeping you updated on progress. See our Privacy Policy for further detail on your data protection rights.
If you're not happy with our response, you can ask for your complaint to be reviewed by Andrei Bosancu, who was not involved in the original decision.
For data protection complaints specifically, you also have the right to contact the Information Commissioner's Office (ICO):
For general consumer concerns, you may also wish to contact the Citizens Advice consumer helpline.
We keep a log of all complaints received, including the outcome, so that we can identify and address any recurring issues and continually improve our service.
If you have any questions about this Policy, contact us at info@freedompropertyacademy.com.
We are committed to handling all complaints fairly, investigating them properly, and keeping you informed of progress throughout the process.