Complaints & Grievance Procedure

We want every learner to be treated fairly. If you are unhappy with a course, an exam result, a certificate, how your credits were reported, or any part of our service, please follow the steps below.

1. Contact us

Email support@academypro.example with the subject line "Complaint". Include your name, CRD number, the course, and a description of the issue with any supporting details.

2. Acknowledgment

We will confirm we received your complaint within 2 business days.

3. Review and response

We will review your records, including exam attempt logs, and send a written response within 10 business days. If we need more time, we will tell you why and when to expect an answer.

4. Appeal

If you disagree with our response, reply within 30 days asking for an appeal. A different reviewer will look at it and give a final written decision within 15 business days.

Exam result disputes

If you believe a question was scored incorrectly or a technical problem affected your exam, tell us within 30 days of the attempt. If we find an error, we will correct your score or give you an extra attempt at no cost.

Credit reporting corrections

If your credits were reported with incorrect information (for example a wrong CRD number), we will correct and resubmit them once your details are verified.

Records

We keep a record of every complaint and its outcome for at least five years.

Regulators

Nothing in this procedure limits your right to contact your state securities regulator or NASAA directly.