At Stratvard Education, we are dedicated to delivering exceptional learning experiences and upholding the highest standards of support for our students. We view concerns and feedback as opportunities to grow and to continuously refine our services and processes.

This policy outlines a clear framework for addressing student concerns effectively and fairly. It ensures that our students and staff understand the Query Escalation Matrix and the Complaint Submission and Handling Process, promoting transparency, accountability, and swift resolution.

Key Objectives

Stratvard Education aims to:

1. Keep students well-informed about the escalation and complaint resolution steps so they can easily raise queries or grievances.
   
   
2. Maintain transparency throughout the process and keep students updated on progress.
   
   
3. Investigate all complaints impartially, considering all relevant details.
   
   
4. Protect the privacy and personal data of students during the entire resolution process.
   
   
5. Resolve each issue based on its unique circumstances and provide fair, personalized outcomes.
   
   
6. Use student feedback and complaints to drive meaningful improvements in our programs, support systems, and overall student experience.
   
   

What Constitutes a Complaint?

For the purpose of this policy, a complaint is defined as a student’s formal expression of dissatisfaction with any aspect of Stratvard Education’s courses, services, or support.

Query Escalation Matrix

Students are encouraged to follow these steps before filing a formal complaint:

Step 1: Raise general queries via Live Chat or our official helpline at +91-8448229792.
 Step 2: If unresolved, email your concerns to support@stratvard.com.
 Step 3: If the issue persists, escalate the matter by writing to escalate@stratvard.com.

Note: A formal complaint should only be lodged if the matter remains unresolved or the proposed solution is unsatisfactory after completing the above steps.

How to Lodge a Formal Complaint

We take your concerns seriously and aim to resolve them promptly. If you wish to submit a formal complaint:

Step 1: Attempt Direct Resolution
 Discuss your concern with the staff or support team you have been in touch with, following the escalation steps above. If you are uncomfortable doing so, or the resolution is unsatisfactory, proceed to Step 2.

Step 2: Submit a Formal Complaint
 Send your complaint by email to complaints@stratvard.com or mail it to our registered office address:

Stratvard Education LLP
 B-49, B Block, Sector 64, Noida

Note: If you initially raised your complaint verbally, we may request a written version to document and address it properly.

Information to Include in a Complaint

For a quick and fair resolution, please include:

• Your full name and up-to-date contact details
  
  
• Name(s) of staff you have interacted with
  
  
• A clear, detailed description of your concern
  
  
• Steps you have already taken to resolve the matter
  
  
• Copies of any relevant emails, messages, or documents
  
  
• Any supporting evidence related to your complaint
  
  

This information helps us resolve your concern as efficiently as possible.

Complaint Acknowledgment and Resolution Process

Step 1 — Acknowledgment:
 We will acknowledge receipt of your formal complaint within three business days and provide a reference number for future communication.

Step 2 — Initial Review:
 Our team will review the complaint to understand the issue and may reach out for clarification or additional information.

Step 3 — Investigation:
 A fair and objective investigation will be initiated within 30 business days. All details, communication records, and evidence will be considered.

Step 4 — Resolution and Response:
 Upon completing the investigation, we will share our findings and the resolution steps taken. We aim to keep you updated throughout the process.

Step 5 — Corrective Action:
 Where needed, we will update internal policies or procedures to prevent similar issues in the future.

Step 6 — Record Keeping:
 A record of the complaint and its resolution will be securely maintained to help improve our services and monitor complaint trends.

Student Updates and Right to Inquire

You are entitled to ask for updates on your complaint status at any time. We will keep you informed about progress, and if more time is required, we will let you know the expected timeframe.

Continuous Improvement

Stratvard Education reviews this policy periodically to ensure it stays relevant and effective. Student feedback plays a vital role in this process.

Contact Us

For queries, escalation, or complaints:

📧 Support: support@stratvard.com
 📧 Escalation: escalate@stratvard.com
 📧 Formal Complaints: complaints@stratvard.com
 📞 Helpline: +91-8448229792