Complaints Policy
Kenaz Platform — Complaints Policy
Version: 1.0 Effective date: 15 September 2026 Last updated: 15 September 2026
1. Purpose
1.1 Kenaz is committed to providing high-quality tuition and service. If something goes wrong, we want to know so we can put it right.
1.2 This policy explains how you can make a complaint, how long each step takes, who deals with it, how you can appeal, and how you can escalate to ACCA.
1.3 This policy forms part of our Terms and Conditions.
2. What Counts as a Complaint
2.1 A complaint is an expression of dissatisfaction with our courses, tutors, platform, support, payments, or any other part of our service, where you want us to take action.
2.2 A support question (for example, an academic question or a technical problem) is not a complaint and should be raised through the Support section of your account. If you are unhappy with how a support question was handled, you may then make a complaint under this policy.
2.3 You can make a complaint about any matter that happened within the last 3 months. We may still consider older complaints where there is a good reason for the delay.
3. How to Make a Complaint
3.1 Online (preferred). Log in and go to My Complaints, then submit the complaint form. This is our standard complaint template and asks for:
- Your full name and registered email address
- The course concerned (if any)
- The category of your complaint (course content, tutor, platform/technical, payment/refund, support, other)
- A clear description of what happened, including dates
- The outcome you are seeking
- Any supporting files, such as screenshots
3.2 By email. If you cannot access your account, email info@kenazadvisors.com with the subject line "Formal Complaint", from your registered email address, including the same information listed in clause 3.1.
3.3 Each complaint receives a unique reference number. Please quote it in all further communication.
3.4 You can follow the status of your complaint at any time in My Complaints.
4. Timescales
| Stage | Our commitment |
|---|---|
| Acknowledgement | Within 2 days of receiving your complaint |
| Full response | Within 10 days of receiving your complaint |
| Request an appeal | Within 14 days of our decision |
| Appeal decision | Within 10 days of receiving your appeal |
4.1 Our complaints desk is staffed Saturday to Thursday, 10:00–18:00 (Cairo time).
4.2 If a complaint is complex and we need more time, we will tell you in writing before the 10-day deadline, explain why, and give you a new date.
5. How Your Complaint Is Handled
5.1 Who reviews it. Every complaint is assigned to our Complaints Officer, Ahmed Eid. A complaint is never investigated by the person it is about: if a complaint concerns Ahmed Eid, it is reviewed by Hussien Mostafa instead. The reviewer consults the relevant tutor or team where needed, but never the person the complaint is about.
5.2 Investigation. We review your account records (such as payments, viewing records, and support history), speak with the staff involved, and contact you if we need more information.
5.3 Our decision. We send you a written response by email, which is also shown in My Complaints. It explains what we found, whether your complaint is upheld, and any action we will take, such as a correction, an extension, a refund where the Terms allow, or a change to our process.
5.4 Confidentiality. Complaints are handled confidentially. Details are shared only with the staff who need them to investigate and resolve the complaint. Your personal data is processed in line with our Privacy Policy. If you tick "Treat this complaint as confidential", we will not disclose your identity to the person your complaint is about.
5.5 No negative treatment. Making a complaint will never affect your studies, your access, your assessment results, or how our staff treat you.
5.6 Records. Every complaint, the actions taken, and the outcome are recorded in our complaints log. We review the log regularly to find recurring issues and improve our service.
6. Appeals
6.1 If you are not satisfied with our decision, you may appeal within 14 days of receiving it. Submit your appeal from the complaint in My Complaints, or by email to info@kenazadvisors.com with the subject line "Complaint Appeal" and your reference number.
6.2 Explain why you disagree with the decision and include any new information.
6.3 Your appeal is reviewed by our Senior Manager, Walid Yassin, who was not involved in the original decision. If the complaint concerns Walid Yassin, the appeal is reviewed by another senior member of staff who was not involved in the complaint or the original decision.
6.4 We will send you a final written decision within 10 days of receiving your appeal. This completes our internal complaints process.
7. Escalating to ACCA
7.1 If you wish to complain to ACCA about Kenaz, ACCA will ask you to follow our complaints procedure first.
7.2 If your complaint is not resolved to your satisfaction after our appeal stage, you may escalate it to ACCA.
7.3 If you have exhausted both our complaints process and ACCA's, you may escalate to the appropriate regulator.
7.4 Details are available on the ACCA website: https://www.accaglobal.com/gb/en/footer-toolbar/contact-us/unhappy.html
8. Contact
Kenaz — Kenaz For Financial Advisory and Training Email: info@kenazadvisors.com Phone / WhatsApp: +201119361115 Address: Giza, Egypt