Complaints Policy
Crownhill International College is committed to addressing all complaints fairly, promptly and consistently. Last updated: 21 May 2026
Complaints: complain@cicbrazil.com | Welfare: welfare@cicbrazil.com | Reporting: report@cicbrazil.com
1. Scope
This policy applies to all students, parents, agents and members of the public who wish to raise a complaint about Crownhill International College, its staff, services or agents.
2. What Constitutes a Complaint
A complaint is an expression of dissatisfaction about C.I.C.'s services, facilities, staff conduct, agent conduct or the handling of a previous concern. Complaints may relate to teaching quality, administration, accommodation, visa support, agent behaviour or any other aspect of the student experience.
3. How to Make a Complaint
Stage 1 — Informal Resolution: In the first instance, students should raise the matter directly with their Programme Coordinator or the relevant staff member. Most issues can be resolved informally within 5 working days.
Stage 2 — Formal Complaint: If the matter is not resolved informally, submit a written complaint to complain@cicbrazil.com including:
- Your full name, Student ID and contact details
- A clear description of the complaint and the dates involved
- The outcome you are seeking
- Any supporting evidence or correspondence
Stage 3 — Director Review: If you are not satisfied with the Stage 2 outcome, you may request a review by the Director. This request must be made within 14 days of the Stage 2 decision.
4. Timescales
- Acknowledgement of formal complaint: within 3 business days
- Stage 2 decision: within 20 business days
- Stage 3 Director review: within 20 business days
5. Complaints About Agents
If you have a complaint about an agent acting on behalf of C.I.C. — in particular if an agent has charged you fees that should not have been charged, please contact us immediately at report@cicbrazil.com. This is taken extremely seriously and the agent's registration will be suspended pending investigation.
6. Confidentiality and No Retaliation
All complaints are handled confidentially. C.I.C. will not tolerate any retaliation against a student, staff member or agent who raises a complaint in good faith.
7. Data Protection
Personal data collected during the complaints process is handled in accordance with our Data Protection Policy and Brazilian LGPD. Contact: dataprotection@cicbrazil.com