Support & Complaints Policy

Last updated: [DATE]

We want every student and family to have a good experience with SS Network. If something has gone wrong, please tell us so we can put it right.

How to make a complaint

Contact us in any of these ways:

• Email: [EMAIL] (subject: “Complaint”)
• WhatsApp / phone: [NUMBER]
• In person or by post: [FULL ADDRESS], Bangladesh

Please include your name, contact details, your counsellor’s name (if known), what happened and what you would like us to do.

What happens next

1. Acknowledgement: we will confirm we’ve received your complaint within [2] working days.
2. Investigation: a senior team member who was not involved will review it.
3. Response: we aim to send you a full written response within [10] working days. If we need longer, we’ll tell you why and when to expect an answer.
4. Review: if you are not satisfied, you can ask for the complaint to be reviewed by [the Director / owner], whose decision will be final within SS Network.

Complaints about universities or visas

If your complaint is about a decision by a university, scholarship body or immigration authority, we will explain the options available, such as a review or appeal, and help where we can. We cannot change decisions made by those organisations.

Unsubscribing from messages

To stop marketing messages, use the unsubscribe link in any email, reply “STOP” on WhatsApp, or contact us. We will update our records within [5] working days.