Complaints policy
A service that promises honesty must be easy to hold to account. This policy is the promise behind the Complaints page: what counts as a complaint, how it is handled, how long it takes, and where you can go if our answer does not satisfy you.
What counts as a complaint
A complaint is any expression of dissatisfaction with PolyGrants that asks to be put right: about the Service, a decision we control, a payment, the behaviour of someone acting for us, or the platform itself. Questions and feedback are welcome through the same channels; this policy exists for the moments something actually went wrong.
Decisions made by institutions and authorities (an admission refused, a scholarship not granted, a visa refused) are not PolyGrants decisions, as the Disclaimer explains. We will still help you understand such a decision where we can, but this process cannot overturn it.
How to complain
Use any channel on the Complaints page: the contact form with the topic Complaint, email, or WhatsApp. If you have an account, include your matricule. Say what happened, when, who was involved, and the outcome you expect; the clearer the complaint, the faster the answer.
Complaining is free, needs no special form of words, and never disadvantages your application or your file. A guardian may complain on behalf of an applicant aged 16 or 17.
Who handles it, and how
Your complaint is acknowledged, then assigned to a senior adviser who was not involved in the matter complained about. They review the records the Service keeps, described in the Privacy Notice, may come back to you for details, and answer in writing with what was found and what will be done about it.
The timelines we work to
We aim to acknowledge a complaint within one working day during opening hours, and to give a full answer within fourteen days. A complaint that needs deeper digging can take longer: the Terms of Service allow up to sixty days for the internal process, and if we need that time we tell you why and keep you informed along the way.
If the answer does not satisfy you
Say so. You may ask for the decision to be reviewed at a higher level, and the review is done by someone senior to the first decision. After the internal process, the parties may agree to voluntary mediation, and the courts remain open to you as the Terms of Service set out, together with any consumer protections of the country where you live.
Complaints about personal data can also go, at any time, to the United Kingdom Information Commissioner's Office or to your own country's data protection authority, as the Privacy Notice explains.
What complaints change
Complaints are recorded, and the patterns in them are reviewed by management: a complaint that reveals a broken step changes the step, not just the single case. The commitments published on the Complaints page bind everyone who acts for PolyGrants.
Ownership and review
This policy is owned by the directors of PolyGrants Ltd. It is reviewed at least once a year, and sooner whenever the law, the Service or the complaints themselves show it needs to change. The date at the top of this page states when it was last updated; earlier versions are available on request.
Contact
Complaints: through the Complaints page or . Formal legal notices: PolyGrants Ltd, 128 City Road, London, EC1V 2NX, United Kingdom, or .