Escalation Policy

Overview

At Meritshot, we are deeply committed to delivering exceptional products and services to our students. We view complaints and feedback as valuable opportunities to learn, grow, and enhance our offerings and support systems.

Meritshot Education has therefore established a formal escalation and complaint-handling policy to address student concerns in a fair, transparent, and timely manner. The policy aims to create a clear and effective framework for managing complaints — one that both students and staff can understand and rely on, promoting transparency and accessibility throughout.

For the purpose of this policy, a complaint refers to a student's expression of dissatisfaction regarding any aspect of Meritshot's educational services — whether that relates to teaching, content, support, scheduling, or any other element of the learning experience.

Key Objectives

Through this policy, we set out to achieve the following objectives:

• Ensure that every student understands how to raise queries or complaints, and can submit them with minimal friction.
• Foster transparent and accountable complaint handling, with regular progress updates so the student is never left wondering what is happening with their case.
• Investigate every complaint fairly, impartially, and based on evidence — never on assumptions or hearsay.
• Safeguard the personal information of any student involved in a complaint, in line with our Privacy Policy and applicable data-protection laws.
• Deliver personalised solutions that take into account each student's individual circumstances, rather than applying one-size-fits-all responses.
• Use student feedback as a continuous-improvement signal that feeds directly into how we run programmes and support operations.

Escalation Steps

Before lodging a formal complaint, students are encouraged to follow the steps below in order. A formal complaint may only be lodged if the issue remains unresolved or the resolution is unsatisfactory after each of these steps has been completed.

Formal Complaint Submission

If the escalation steps above do not resolve your concern, you may submit a formal complaint via:

• Email: complaints@meritshot.com
• Mail: Meritshot Noida office address.

Your complaint should include:

• Full name and contact details.
• Names of staff members involved (if applicable).
• A clear description of the complaint.
• Details of any previous resolution attempts.
• Relevant supporting documentation.

Resolution Timeline

Once a formal complaint is received, it follows a structured six-step process so that every case is reviewed, investigated, and resolved consistently — regardless of who is handling it internally:

Throughout this process, our goal is always to resolve issues at the first point of contact wherever possible. Where that isn't possible, we maintain regular status updates so the student knows what stage their complaint has reached and what to expect next. Students retain the right to request a status update on their complaint at any time.

All complaint records are protected in line with applicable privacy laws and used only to track resolution and to feed back into how we improve our programmes. This policy is reviewed periodically to ensure it remains effective, transparent, and student-centric.

Our Commitment

Meritshot is committed to delivering high-quality educational services. We genuinely appreciate and value student feedback — both positive and critical — because it is one of the most direct ways we learn how to improve. Every complaint is taken seriously, every learner is treated with respect, and every outcome is recorded so that we can hold ourselves accountable over time.