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Complaints Procedure

Last updated: 31/01/2026

ASM Academy – UAE is committed to providing high-quality, professional services to schools, parents, and students. We value feedback and take all complaints seriously.

This Complaints Procedure explains how concerns or complaints can be raised and how they will be handled.

1. Our Commitment

ASM Academy aims to:

  • Resolve concerns promptly and fairly

  • Treat all complaints seriously and respectfully

  • Learn from feedback to improve our services

  • Ensure no individual is treated unfairly for raising a complaint

2. Who Can Make a Complaint

Complaints may be raised by:

  • Schools or school representatives

  • Parents or legal guardians

  • Students (with appropriate support)

  • Partner organisations

3. What Can Be Complained About

Complaints may relate to:

  • Service delivery

  • Staff conduct or professionalism

  • Communication issues

  • Programme quality or organisation

  • Health, safety, or wellbeing concerns

Safeguarding concerns should be reported immediately in line with our Safeguarding Policy.

4. How to Raise a Complaint

Step 1: Informal Resolution

Where possible, we encourage concerns to be raised informally in the first instance by contacting ASM Academy directly.

Many issues can be resolved quickly through discussion.

Step 2: Formal Complaint

If the concern is not resolved informally, a formal complaint may be submitted in writing.

Please include:

  • Your name and contact details

  • The nature of the complaint

  • Dates, times, and locations (if relevant)

  • Any supporting information

Formal complaints should be sent to:

Email: info@asmacademy.ae
Subject line: Formal Complaint

5. Complaint Handling Process

Once a formal complaint is received:

  1. Receipt will be acknowledged within 3 working days

  2. The complaint will be reviewed by a senior member of staff

  3. An investigation will be conducted where appropriate

  4. A written response will be provided within 10 working days

If additional time is required, you will be informed.

6. Outcomes

Following investigation, outcomes may include:

  • Clarification or explanation

  • Apology where appropriate

  • Corrective action

  • Service improvement measures

All outcomes are communicated respectfully and confidentially.

7. Escalation

If you are not satisfied with the outcome, you may request a review of the decision. The review will be conducted by a senior leader not previously involved in the complaint.

The decision following review will be final.

8. Confidentiality

All complaints are handled confidentially and information is shared only where necessary to investigate and resolve the issue.

9. Safeguarding Concerns

Any concern involving the safety or welfare of a child will be handled in line with our Safeguarding Policy and may be referred to appropriate authorities if required.

10. Review of This Procedure

This Complaints Procedure is reviewed regularly to ensure it remains effective and appropriate.

11. Contact Details

For complaints or questions regarding this procedure, please contact:

ASM Academy – UAE
Email: info@asmacademy.ae
Website: www.asmacademy.ae

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