AHZ Complaint Process
At AHZ, we take complaints seriously and strive to resolve them promptly and fairly. The following process outlines how applicant complaints are handled.
Complaints Regarding Partner Institutions
AHZ cannot be held responsible for the actions of the institutions we represent.
This includes matters such as:
Application rejections.
Late refunds (over which AHZ has no control).
Services or staff members belonging to the institution.
Action Required:
Any such complaints must be put to the institution directly. If you are unsatisfied with the outcome, you must use their proper appeal channels. Further information can be found at https://www.oiahe.org.uk/.
Complaints Regarding AHZ or Our Team
If your complaint concerns AHZ directly, please follow these steps:
Step One - Talking to a Manager
Discuss the issue with the manager in charge of your specific office, region, or country.
Note: If your concern involves fraud or financial matters, skip directly to Step Two.
Step Two - Complaint Submission
If the issue is not resolved by a senior in-country member, email your complaint to the Chief Commercial Officer. Your email must include your full name, email, phone number, the staff members involved, and a summary of the complaint.
Step Three - Review and Assignment
AHZ will review the complaint and may request further information. We aim to respond within ten business days.
Step Four - Investigation
A thorough investigation will be conducted, including reviewing records and consulting relevant staff or partners.
Step Five - Response and Resolution
You will be provided with findings and a resolution, which may include details on actions taken or process improvements.
Step Six - Appeal
If unsatisfied, you may request a review by the Chief Executive Officer (mortuza@ahzassociates.co.uk). This must be lodged via email within five working days of the initial response.
Step Seven - Closure
After the response and any required actions are completed, the complaint will be closed.
Contact Information
Appeals (CEO):
mortuza@ahzassociates.co.uk
General Feedback/Assistance (CCO):
zislam@ahzassociates.co.uk