Complaints Policy

At SmileWisdom, we want to provide you with an outstanding educational experience and an excellent service. One of the ways in which we can improve what we do is by listening to you and responding to your views. SmileWisdom value the feedback that students and Practices provide and complaints are monitored, evaluated and reported to SmileWisdom senior management. Our aim is to deal with complaints in a fair, reasonable and timely manner. When signing your Student Agreement with your SmileWisdom you are agreeing to the policies and procedures which outline what you can expect from us and what we can expect of you. These policies, including the Complaints Policy, are available from SmileWisdom.

Introduction

We aim to always treat our customers fairly, especially when they feel they have cause for complaint. We take any complaint very seriously. Any complaint,
whether made in writing or verbally, is immediately captured and recorded. If your complaint cannot be resolved by the first line support staff (e.g. customer service or your tutor), then your complaint will be referred to our Group Customer Resolution Manager to address your complaint in full.

How to raise a complaint

Stage 1

Please first contact the customer service team to see if this is something they can resolve for you. Due to the nature of some queries this could take up to 5 days
to investigate fully. Please view the below contact information for our customer service team:

Call us on 01202 006 464
(available from Mon-Fri 9am-5pm)

Email us at customerservices@learndirect.com

Write to us at Customer Service Department, Wilson House, 2 Lorne
Park Road, Bournemouth, BH1 1JN

Stage 2

We are committed to fulfilling the statutory rights of all of our customers. Under UK law you may be entitled to a refund, replacement, price reduction or an
alternative remedy. Please include all points of complaint which you would like to address in full, along with the resolution that you would like. Please email the details of your complaint to complaint@learndirect.com

Stage 3

Our complaints team will review your complaint and begin an investigation. They will aim to come back to you within 5 working days with an update or a resolution. While we would always aim to complete an investigation within eight weeks, if, for any reason, our investigation is not concluded within this period, our Complaints Officer will write to you again. We will inform you of the reasons for the further delay and we will advise you that if you are not satisfied with our progress, you may refer the complaint to a relevant external arbitrator, such as Citizens Advice.

To contact them, please visit www.adviceguide.org.uk or call the Citizens Advice consumer helpline on 0808 223 1133

However, if you have taken out a credit agreement with our third-party finance provider then you will be within your rights to refer your complaint to the Financial
Ombudsman Service if you are unhappy with the outcome of our investigation, or if the investigation exceeds 8 weeks. You must contact them within 6 months from the date of our final response to your complaint.

Their contact details are given below:

Tel: 0800 023 4567
Web: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk