Complaint Policy

If you are unhappy with any of our services please raise a ticket via our helpdesk located within your client area and an appropriate manager will address the issue; however if you feel that you have not received a satisfactory response from our support or customer care teams, you may send your complaint in writing to the following address:

Please include the following information in any correspondence:

• Your full name
• Your full address
• Your company name (if applicable)
• Contact phone number
• Your account reference number (if applicable)
• Any ticket reference numbers associated to the complaint (if applicable)

If you wish to make a complaint you have received, please submit an email to us at complaints@schoolhostng.co.uk.

We will acknowledge your complaint within three working days from receipt and provide a full response within 10 working days, however resolution time may be significantly longer in some cases if the issue is particularly complex.

If we are unable to respond within 20 working days, we will explain why and ask you to agree to a further extension. You are not obliged to agree to an extension. You have the right to ask that your complaint is escalated directly with School Hosting CEO. However, as this process can take over 12 weeks, we would ask you to carefully consider a request to escalate on these grounds.