If something isn't right, we want to hear about it. This page explains how to make a complaint about any part of our service, and how to appeal an assessment decision. Raising a concern will never affect how you are treated or assessed.
01Talk to us first
Many issues can be sorted out quickly by speaking to your lecturer or our office. If that doesn't resolve it, make a formal complaint as below.
02Making a complaint
Email info@lifn.lk with “Complaint” in the subject, and include:
- your name, NIC number, course and batch;
- what happened, when, and who was involved;
- any evidence, such as messages or receipts;
- what you would like us to do to put it right.
We will acknowledge your complaint within 5 working days and send you our response within 15 working days. If we need longer, we will tell you why.
03Appealing an assessment decision
If you believe an assessment result is wrong or the assessment wasn't carried out fairly, you can appeal:
- Email info@lifn.lk with “Appeal” in the subject within 14 days of receiving your result, explaining why.
- A member of staff who did not carry out the original assessment will review it and may ask to speak with you.
- We will give you the outcome in writing within 15 working days.
04If you are still not satisfied
You can ask for your complaint or appeal to be reviewed by LIFN's management. For qualifications awarded by an awarding body (such as VTCT or NASM), once our process is complete you may also take the matter to that awarding body under its own complaints and appeals procedure.
05Refund disagreements
Requests for refunds and batch changes follow our Refund & Cancellation Policy. If you disagree with a refund decision, you can raise it as a complaint using the steps above.