Complaint Handling Policy
How AMSC manages complaints, so that every concern is handled fairly, consistently, and promptly.
Applies to all AMSC courses, qualifications and services, in and outside PakistanWhy this policy exists
This policy sets out how Ace Management Systems Consultant (AMSC) manages complaints to ensure they are handled fairly, consistently, and promptly. A complaint is defined as any expression of dissatisfaction about the services received from AMSC.
We take all complaints seriously, and our aim is to resolve them at the earliest opportunity. We recognise that customers whose concerns are addressed effectively are more likely to remain loyal and recommend our services.
Who this policy applies to
This policy applies to:
- Learners, clients, and customers enrolled in or engaging with AMSC courses or services.
- Internal and external stakeholders with a direct interest in AMSC's service delivery.
It covers all AMSC courses, approved qualifications, and services delivered within or outside Pakistan.
What we're committed to
- Treating all complaints seriously and respectfully.
- Handling complaints promptly and professionally.
- Investigating issues thoroughly and objectively.
- Keeping the complainant informed throughout the process.
- Using feedback to improve our services.
Start with the team you already know
If you are dissatisfied, please first raise your concern with a relevant team member — for example, your course tutor — who will aim to resolve the issue immediately.
If the matter cannot be resolved informally, you may proceed with the Formal Complaint Process below.
How a formal complaint is handled
Submission
If you remain dissatisfied after speaking to frontline staff, contact the Manager Operations. You will need to provide:
- A full description of your complaint (subject, dates, and times if known).
- Names of any staff you have dealt with so far.
- Copies of any correspondence, documents, or evidence relating to the matter.
- What action you believe should be taken to resolve your complaint.
- Your preferred method of receiving our response (email, letter, or phone call).
We recommend lodging complaints as soon as possible after the event so we can investigate fully.
Investigation
The Chief Executive will investigate the complaint and respond within two (2) working days. Where possible, we will acknowledge receipt of your complaint on the same day it is received.
Appeal
If you are not satisfied with the outcome from the Manager Operations, you may request that the Chief Executive review the complaint and the way it was handled. The Chief Executive's decision will be final within AMSC's internal process. If you remain dissatisfied, you may refer to our Appeals Policy.
Confidentiality & record-keeping
All complaints will be handled in accordance with our Data Protection Policy. Records will be securely stored and only shared with those directly involved in the process.
Complaints — contact
To raise a formal complaint, reach the Manager Operations directly using the details below.