Complaint Resolution Policy

Phoenix TS understands that not all class deliveries can run without issues and encourages students to voice their concerns as soon as possible. Phoenix TS will use our best efforts to resolve concerns through Student Services before escalating to formal complaint status. If an acceptable resolution cannot be reached, students should follow our complaint grievance procedures below:

  1. A formal complaint/grievance must be submitted in writing to Student Services within ten (10) business days of an incident. Please include any associated documentation.
  2. Within five (5) business days of receipt of the complaint, Student Services will provide a decision and a plan of action to resolve the issue. The decision will be considered final unless future supporting documentation is submitted.
  3. Students will not be subject to unfair action or treatment by any school official as a result of initiation of a complaint.

All issues arising from normal operations or from training, including those identified from analysis of feedback, will be logged in the complaints and issues log, their resolution tracked and records will be retained to provide an audit trail for future reference.

For more information regarding administrative policies such as com-plaint and refund, please contact our offices at 301-258-8200

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