JIVORA – CUSTOMER COMPLAINTS POLICY
At Jivora, we are committed to delivering high-quality professional learning experiences and outstanding customer service. We value your feedback, including complaints, as they help us identify areas for improvement and ensure we continue to meet the expectations of our learners across the United States, United Kingdom, Europe, and beyond.
This policy provides clear guidance for our learners, staff, and stakeholders on how we receive, manage, and resolve complaints. We aim to address every concern fairly, respectfully, and promptly.
Our objectives are to:
A complaint refers to any expression of dissatisfaction from a customer or learner relating to the services, support, or content delivered by Jivora.
We encourage all learners to follow our escalation path before submitting a formal complaint:
Step 1: Raise your concern via Live Chat on the Jivora website or Learning Management System (LMS), or call the official support line provided to you at enrollment.
Step 2: If your concern remains unresolved or you are dissatisfied with the response, email our escalation officer at support@jivora.com.
Step 3: If there is still no satisfactory resolution, escalate the matter to quality@jivora.com.
Only if all the above steps fail to provide resolution, should you proceed to lodge a formal complaint.
If you are dissatisfied with your experience and have exhausted the above escalation steps, you may submit a formal complaint by:
Please provide the complaint in writing, especially if it was previously raised verbally, to ensure clarity and accuracy.
To help us process your complaint effectively, please include the following:
All complaints are recorded securely. Information captured includes:
We are committed to protecting your personal data. All information is handled per relevant data protection laws such as the General Data Protection Regulation (GDPR).
Where your concern involves a third-party partner or service provider, we may need to contact them during our investigation. This will only occur where necessary and in line with data protection laws.
We strive to resolve all complaints as quickly as possible and aim to:
We may reach out to request further information to aid our investigation. Once resolved, we will communicate the outcome and any corrective actions taken — normally in writing unless otherwise agreed.
You may contact us at any point during the process for an update.
Jivora regularly reviews complaints data to identify trends, reduce recurring issues, and improve service delivery. Every concern raised is an opportunity for us to grow and serve you better.
