If you have raised a concern with our Student Support Team and feel that the matter has not been resolved, you may escalate your complaint through our formal complaints process.
Step 1: Informal Resolution
Before escalating a complaint, students are encouraged to first contact the Student Support Team via the support portal:
Our team will aim to resolve concerns quickly and fairly at this stage wherever possible. (hyperiondev.com)
Step 2: Formal Complaint Submission ⚖️
If your concern remains unresolved, you may submit a formal complaint by emailing:
Please include:
- Your full name
- Contact details
- A clear description of the complaint
- Relevant dates and circumstances
- Supporting screenshots or documentation
- Any suggested resolution or outcome you are seeking
All complaints are treated confidentially and recorded internally for review and quality improvement purposes. Raising a complaint will not negatively affect your academic standing or progression. (hyperiondev.com)
What Happens After Submitting a Complaint? 🔍
Once your complaint has been formally submitted to the Complaints Committee, the following process will take place:
1. Acknowledgement
You will receive confirmation that your complaint has been received and logged for review. (hyperiondev.com)
2. Investigation
An internal investigation will then take place. This may involve:
- Reviewing evidence and documentation
- Consulting relevant staff members or departments
- Assessing timelines, communications, and contractual obligations
- Contacting you for additional clarification if needed
All actions and findings are documented as part of the review process. (hyperiondev.com)
3. Outcome and Resolution
Once the investigation is complete, you will receive a written outcome explaining:
- The findings of the investigation
- Any actions taken
- Whether any remedy or resolution has been approved
Where appropriate, identified issues may also be reviewed by senior management to improve future student experience and operational processes. (hyperiondev.com)
Complaint Review Timelines ⏱️
HyperionDev aims to resolve complaints as efficiently and fairly as possible.
Formal Complaint Reviews
- A formal complaint outcome is typically provided within 15 working days from the date the complaint is formally raised. (hyperiondev.com)
Appeals
- If a complaint outcome is appealed, the Senior Management Team aims to provide a final response within 10 working days of the appeal being submitted. (hyperiondev.com)
Delays
In some cases, additional investigation time may be required. If this happens:
- You will be informed of the delay
- The reason for the extension will be explained
- An updated estimated response timeline will be provided
All complaints and appeals are reviewed carefully to ensure a fair and balanced outcome. (hyperiondev.com)