Complaints Procedure

1. Purpose & Guiding Principles

FIHRI EDUCATION LIMITED (斐瑞教育有限公司, “Fihri”) is committed to delivering educational services of the highest standard. We recognize that parents, students, or school partners may occasionally have concerns regarding tuition delivery, scheduling, instructor conduct, or billing. This Complaints Procedure ensures that all grievances are received constructively, addressed promptly, and resolved transparently and fairly.

2. Stage 1: Informal Resolution

Most concerns can be resolved rapidly through direct, open communication:

• Parents and students are encouraged to raise pedagogical preferences or scheduling concerns directly with their assigned Mentor Coordinator or Academic Director via WhatsApp (+852 5547 3445) or email.
• Our team will acknowledge the issue within one (1) business day and propose practical adjustments (such as syllabus adjustments or mentor re-matching) within two (2) business days.

3. Stage 2: Formal Written Complaint

If informal resolution does not achieve a satisfactory outcome, a formal complaint may be lodged in writing:

• Submission: Email a formal complaint statement to our Managing Director at shazeb@fihrieducation.com. Please provide the student's name, relevant dates, details of the grievance, and copies of any supporting correspondence.
• Formal Acknowledgement: You will receive formal written confirmation of receipt within three (3) business days.
• Investigation & Written Finding: An independent review of lesson logs, trainer reports, and parent communication will be conducted. A detailed written response outlining findings and remedial action will be issued within ten (10) business days.

4. Stage 3: Executive Review & Mediation

If the complainant remains unsatisfied with the Stage 2 outcome, the matter may be escalated to the Board of Directors of Fihri Education Limited for final executive review. If mutual resolution cannot be reached, both parties may agree to seek voluntary, confidential mediation through the Hong Kong Mediation Accreditation Association Limited (HKMAAL) or relevant dispute resolution bodies.

5. Child Protection & Safeguarding Concerns

Complaints or disclosures involving alleged child harm, physical misconduct, sexual harassment, or severe emotional distress bypass standard complaint timelines and are escalated immediately within 4 hours to the Designated Safeguarding Officer, with potential notification to relevant statutory authorities in accordance with our Safeguarding Policy.

6. Confidentiality & Non-Retaliation

All complaints are maintained in strict confidence. Access to complaint records is restricted to personnel directly involved in investigation and remediation. Lodging a complaint in good faith will never adversely affect a student's academic standing or treatment by Fihri instructors.