1. Our Commitment

Maritime Exam Prep Pro is committed to providing a high-quality, reliable and fair service. We take complaints seriously and will always try to resolve issues promptly and fairly. This policy explains how to raise a complaint and what you can expect from us.

2. What You Can Complain About

You may raise a complaint about:

The quality or accuracy of study content, questions or AI-generated feedback
Technical problems that have significantly affected your use of the platform
Billing or payment issues, including disputed charges
Customer service or support interactions
Data handling or privacy concerns
Accessibility barriers or failures
Any other aspect of the service that has not met a reasonable standard

3. How to Raise a Complaint

Please email us at support@maritimeexamprep.com with "Complaint" in the subject line. Include:

Your name and registered account email address
A clear description of your complaint
The date(s) on which the issue occurred
Any relevant screenshots, error messages or supporting information
What outcome you are seeking

4. Our Response Process

We will:

Acknowledge your complaint within 2 working days of receipt
Investigate your complaint thoroughly and fairly
Provide a full response within 10 working days, or let you know if more time is required and the reason for the delay
Explain our findings and any action we have taken or propose to take

5. If You Are Not Satisfied

If you are not satisfied with our response, you may request that your complaint be reviewed by a senior member of the team. Please reply to our response email requesting an escalation and explaining your reasons.

If you remain unsatisfied after exhausting our internal complaints process, you may seek independent advice from:

Citizens Advice Bureau — for general consumer disputes
Information Commissioner's Office (ICO) — for data protection and privacy complaints: ico.org.uk

6. Content Accuracy Reports

If your complaint relates to an error or inaccuracy in the study content itself — such as an incorrect MCQ answer, a misleading flashcard or a regulatory inaccuracy — you may also use the in-platform "Report an Issue" button attached to individual questions and content items. Content reports are reviewed by our editorial team and acted upon where verified.

7. Record Keeping

We keep a record of all complaints received and our responses for a period of 3 years. This helps us identify patterns and improve the platform over time.

Complaints Policy