Contact Us
Address
3321 Prince Mamdouh Bin Abdulaziz Street, Al Sulaimaniyah District - Riyadh 12241, KSA
Phone
+966 11 279 0305
Work Days/Hours
Sun. - Thu. 9:00AM - 5:00PM
At CREDIT HOURS, we are committed to providing high-quality courses and excellent customer service. However, we understand that there may be occasions where you are dissatisfied with our products or services. We take all complaints seriously and aim to resolve them promptly and fairly. This policy outlines the procedure for making a complaint and how we will handle it.
Scope
This policy applies to all customers who have purchased or are using our courses.
Definition of a Complaint
A complaint is defined as any expression of dissatisfaction, whether justified or not, about our products or services. This includes issues related to course content, platform functionality, customer service, or any other aspect of our business.
Making a Complaint
Customers can make a complaint by contacting our team via email or via our social media channels.
- Your name and contact information
- Details of the complaint
- Any supporting documentation or evidence
Acknowledgement
Upon receiving a complaint, we will acknowledge it within 2 working days, and provide you with our response as soon as possible.
Investigation
We will thoroughly investigate the complaint, including reviewing relevant documents and evidence, and consulting with appropriate staff members if necessary.
Resolution
Once the investigation is complete, we will provide you with the final response outlining our findings and proposed resolution. If the complaint is found to be valid, we will take appropriate action to rectify the issue. This may include offering a refund, providing additional support, or making changes to our products or services.
Record Keeping
We will maintain records of all complaints received, including details of the complaint, actions taken, and any resolutions offered. This information will be used to monitor trends and identify opportunities for improvement.
Feedback
We welcome feedback on our complaints handling process and will use it to continually improve our services.
Accepting and rejecting complaints and proposals
- Anyone can submit a complaint or suggestion (Hereinafter referred to as "the request"), provided that it is within the scope of the CREDIT HOURS®
- You cannot submit your application without agreeing to the Privacy Policy, which sets out the terms of use of your personal data
- When submitting your application, please state the purpose of the application, describe what you expect to achieve and, where possible, provide the exact details relevant to the application, and attach any relevant documents.
- Complaints are submitted within two weeks of their occurrence, late complaints will not be considered
- Proposals are submitted at any time
- The concerned department in the center will review the application and decide on its admissibility
- When your request is accepted, a clear time frame is given for processing, and you will be notified of the date when you would be expected to receive a formal response about completing the processing of your request
- If your application is rejected, you will be notified with reasons
- In the case of complaints, if the complainant remains dissatisfied with the outcome of the procedures relating to his complaint, he may immediately submit a confirmatory complaint to the Administration.
- Any applications would be submitted more than once will not be considered
- All requests are treated confidentially, in accordance with the Privacy Policy
The mechanism for receiving complaints and suggestions
- The center receives your application only through this page dedicated to communication
- Your application will be registered with the name provided and contact information
- The center sorts the applications and then sends them to the concerned departments to process the application
- We will respond to you within three working days to confirm receipt of the request and set a timeframe for completion of the processing procedures
- Sometimes there will be a delay in response due to factors beyond control, but we will do our best to respond to you as soon as possible.
- The competent authority will follow up with the concerned department on the measures to be taken to process your request
- Then reply to you with the measures taken for processing
- The request will be closed if you are satisfied
- You can raise the case to the administration if you are not satisfied with the measures taken to process the request.