Complaints & Grievance Policy

1. Purpose of This Policy

Meet Mentora values constructive feedback. We take accountability seriously and treat all complaints as an opportunity to improve services. This policy sets out the process for raising concerns and how we investigate them.

2. Who Can Raise a Complaint

• Students using our counselling, mentor, or application services.
• Parents or guardians engaged in the student’s process.
• Mentors who collaborate with Meet Mentora.
• Universities or institutional partners.

3. What Can Be Complained About

Examples include, but are not limited to:

• Counselling or mentorship quality.
• Behaviour or professionalism of staff or mentors.
• Service delivery delays or communication issues.
• Billing, refund, or payment disputes.
• Ethical, transparency, or data-handling concerns.

Note: This policy does not cover visa or admission appeals, as those decisions are made by external authorities.

4. How to Submit a Complaint

1. Email hello@meetmentora.com.
2. Include your full name, contact details, description of the issue, relevant dates, and any supporting documents.

Please submit complaints as soon as possible after the issue occurs so we can address them promptly.

5. Complaint Review Process

• We acknowledge receipt within 3–5 working days.
• A senior member of the team reviews the complaint objectively.
• We may request additional information for clarity.
• We maintain fairness, confidentiality, and a non-judgmental approach throughout.

6. Resolution Timeline

We aim to resolve complaints within 10–15 working days. If a case is complex and needs more time, we will keep the complainant informed of progress.

7. Possible Outcomes

• Clarification or explanation of the situation.
• Apology where appropriate.
• Corrective action or service adjustments.
• Partial refund or credit (per our Refund Policy) when justified.
• Internal process improvements to prevent recurrence.

Outcomes depend on the nature of the complaint and applicable policies.

8. Confidentiality & Non-Retaliation

We treat all complaints confidentially and share details only with the people needed to investigate or resolve the issue. No one will be penalized or treated unfairly for raising a concern in good faith.

9. Escalation

If you are not satisfied with the outcome, you may request an escalation. Senior management will conduct a secondary review to ensure the process was fair and complete.

10. Continuous Improvement

Complaints help us learn and improve. We log all cases, identify recurring issues, and enhance our training, policies, and services accordingly.

11. Changes to This Policy

We may update this Complaints & Grievance Policy to reflect best practices. The latest version is always available on meetmentora.com.

12. Contact Information

Email (complaints & general support): hello@meetmentora.com

Address: Kathmandu, Nepal