What You Can Complain About
You may wish to raise a concern regarding any of the following areas of your experience with Roots IVY.
Academic Matters
Teaching quality, assessment, or supervision.
Administrative Issues
Admissions, fees, or record-keeping.
Facilities & Campus Services
Buildings, resources and the services around them.
Conduct
Conduct of staff, faculty, or fellow students.
Anything Else
Any other aspect of your experience with Roots IVY.
How to Submit a Complaint
Informal Resolution
Many concerns can be resolved quickly through direct, informal discussion. We encourage you to first raise your concern with the relevant staff member, department head, or your academic advisor.
Formal Complaint
If your concern remains unresolved, or if it is serious in nature, you may submit a formal written complaint.
Please include
- Your full name and contact details
- Your student ID or affiliation with Roots IVY (if applicable)
- A clear description of your complaint, including relevant dates
- Any supporting documents or evidence
- The outcome you are hoping to achieve
Send it to us directly
Email your formal complaint to our complaints team, or scan the QR code to submit it directly from your phone.
complaints@rootsivy.edu.pk
Scan to submit a complaint
What Happens Next
We acknowledge your complaint
We will acknowledge receipt of your complaint within 3 working days.
Your complaint is reviewed
Your complaint will be reviewed by the relevant department or a designated member of staff.
You receive a full response
We aim to provide a full response within 15 working days.
We keep you informed
If your complaint is complex and requires further investigation, we will keep you informed of the expected timeline.
Escalation, Confidentiality & Our Commitment
Escalation
If you are not satisfied with the outcome of your formal complaint, you may request that the matter be escalated to senior management for further review. Details of this process will be provided in your response letter.
Confidentiality
All complaints are handled with discretion and confidentiality. We will only share information with those directly involved in investigating and resolving your concern.
Our Commitment
We view complaints as an opportunity to improve. Every concern raised is treated fairly, without prejudice to the complainant, and is used to help us continually strengthen the quality of education and services we provide.
