Complaints Policy

Complaints Policy and Procedure

This document describes the Complaint Handling Policy of The Molecular Bar Academy (hereinafter “the Academy”) which has been implemented to ensure compliance with the laws and regulations relating to complaint handling.


This Policy applies to all employees, officers, director, representatives and advisors of the Academy.

Control Objective

This Policy’s objective is to minimize damage to our reputation and reduce the risk of litigation by handling complaints from our customers or prospects in a timely, effective and consistent manner.

Responsible Person

The Molecular Bar Academy Admin Department is hereby designated as responsible for the application of this policy, and to review this policy on a regular basis to ensure that it continue to comply with industry laws, regulations, guidelines and best practices. The Molecular Bar Academy Admin Department is also responsible to communicate this Academy’s policy to all employees, officers, director, representatives and advisors of the Academy.


A complaint shall be deemed to mean any written statement of a student or any person acting on behalf of a student alleging a grievance involving the conduct, business or affairs of the Academy or any employee, representative, officer, director or advisor of the Academy.

Although the definition of “complaint” refers to only written complaints, there may be instances where the Academy receives a verbal complaint from a student which will warrant the same treatment as a written complaint. Such situations depend upon the nature and severity of the student’s allegations and require the professional judgment of the individual who received the complaint.

A complaint should include at least one of the three following elements:

– Complaint about the Academy;

– Potential damages or damages suffered by the student; or

– Request of corrective measures.

For greater certainty, errors that the Academy accepted to correct are not considered as complaints unless repetition or recurrence causes grievance to a student.

A Complaint Log is a Database to track key elements of the complaint process and category in order to identify potential trends or concerns and to produce reports.


It is the policy of the Academy to:

a) Handle complaints from students or prospects in a timely, effective, fair and consistent manner.

b) To record complaints centrally in the complaints log.

c) To report complaints to the company whose product is involved as well as, where applicable, to the company that sponsors the advisor’s license.

Acknowledgement Letter

When the Academy receives a complaint, an acknowledgment letter must be sent to the student within 5 business days. This letter must include the following elements:

– Name of the person responsible for handling the student’s complaint;

– Key elements of the Academy’s Complaint Policy; and

– Expected delay of the outcome.

Complaint Log

1. All complaints must immediately be reported to The Molecular Bar Academy Admin Department;

2. All complaints must be logged in the Complaint Log.

The Complaint Log must, at least, include the following information:

– Date of complaint;

– Complainant’s name;

– Nature of the complaint and the circumstances;

– Name of the person who is the subject of the complaint;

– The product or the services which are subject of the complaint; and

– The date and conclusions of the decision rendered in connection with the complaint.

3. Complaints in the Complaint Log must be maintained for a period of 7 years, following the resolution date.

Change of Procedures and Disciplinary Measures

The Molecular Bar Academy Admin Department must monitor the complaint log and ensure that appropriate disciplinary measures are taken if necessary and provide recommendations for change in the company’s procedures if appropriate

Technical issues

The Molecular Bar Academy’s courses provide professional and efficient training throughout the course.

If any technical issues should arise beyond our control, such as electrical, gas, building or weather issues we will do our very best to resolve them and  find an alternative arrangement or extend the training for longer if it is required.

Company registration name: Molecular Bar Academy Limited

Registration Num: 15672551