Complaints Policy
A concern deserves to be heard clearly and treated fairly.
If something about a lesson, teacher, schedule, communication or academy service concerns you, we want you to be able to raise it respectfully and receive a clear response.
Tell Us What Happened
Explain the concern as clearly as possible. Helpful details may include the learner, program, relevant lesson or date, what happened and what outcome you believe would help resolve the issue.
Use an Official Contact Channel
Please contact Rouh & Rihan Academy through an official academy channel such as our contact page or WhatsApp. Private concerns involving learners, teachers or children are usually better handled directly rather than through public social media.
We Listen Before Deciding
A fair review may require us to understand more than one perspective. Where appropriate, we may review relevant communication, lesson information or scheduling details before deciding what action is reasonable.
Possible Outcomes
Depending on the situation, an outcome may include clarification, correction of information, a scheduling adjustment, review of a teaching arrangement, a program change or another practical step.
Serious or Safeguarding Concerns
Concerns involving child safety, harassment, inappropriate conduct or another serious risk should be identified clearly so they can receive immediate and appropriate attention.
Respect During the Process
We expect academy staff to communicate respectfully with students and families, and we ask for the same in return. Clear and calm communication gives everyone the best chance of reaching a fair resolution.
If You Still Have Concerns
If you believe an important point was missed or misunderstood, tell us what needs further review. Our aim is to understand the situation accurately and find a reasonable solution where possible.
Talk to us directly.
Give us enough information to understand what happened and we will review your concern as clearly and fairly as possible.