Complaint Resolution Policy

Effective Date: 4/22/2026

SchoolSLP.com is committed to providing high-quality continuing education and responsive customer service. We welcome feedback and maintain a fair, consistent, and timely process for addressing complaints from learners, instructors, staff, and other stakeholders regarding our continuing education services and programs.

1. Purpose

This policy establishes a formal process for submitting, reviewing, investigating, and resolving complaints in a professional and transparent manner. Feedback received through this process may also be used to improve courses, services, and organizational procedures.

2. What Constitutes a Complaint

A complaint is a formal expression of dissatisfaction regarding SchoolSLP.com continuing education services, programs, or operations. Complaints may include, but are not limited to:

  • Course quality, relevance, or accuracy
  • Instructor or presenter conduct
  • Technical access or website functionality
  • Registration, billing, or administrative processes
  • Completion records, certificates, or CEU reporting
  • Accessibility or accommodation concerns
  • Customer service issues
  • Failure to follow published policies
  • Other concerns related to continuing education services

General questions or routine support requests are not typically treated as formal complaints unless unresolved.

3. How to Submit a Complaint

Complaints should be submitted in writing through one of the following methods:

  • Website contact email
  • Email: support@schoolslp.com

To support timely review, complainants should provide:

  • Full name
  • Contact information
  • Course name or service involved (if applicable)
  • Description of the concern
  • Relevant dates, documents, or screenshots if available
  • Requested resolution, if any

Anonymous complaints may be reviewed when sufficient detail is provided, though the ability to investigate or respond may be limited.

4. Where This Policy Is Shared

This policy is made available through the SchoolSLP.com website and may also be referenced in promotional materials, registration information, learner emails, course handouts, or support communications.

Learners may also be notified through statements such as:

If you have concerns or complaints regarding a course or continuing education service, please contact SchoolSLP.com using the contact information listed on our website.

5. Acknowledgment and Review Process

  • Complaints are generally acknowledged within 2 business days.
  • Complaints are reviewed by the Continuing Education Administrator (CEA), Timothy McIvor.
  • Complaints involving course content may also be reviewed in consultation with the Continuing Education Content Consultant (CECC), Elizabeth Benz, when appropriate.
  • SchoolSLP.com will review complaints objectively, fairly, and confidentially to the extent reasonably possible.

6. Investigation and Resolution

SchoolSLP.com will make reasonable efforts to investigate the concern and provide a substantive response or proposed resolution within 1-3 business days, depending on complexity.

If additional time is needed, the complainant will be informed.

Possible resolutions may include:

  • Clarification or explanation
  • Technical assistance
  • Correction of learner records or certificates
  • Review or revision of course content
  • Refund review under applicable policies
  • Staff or presenter follow-up
  • Policy or process improvements
  • Other appropriate remedies

7. Communication of Outcome

When contact information is available, SchoolSLP.com will communicate the outcome of the review and any applicable next steps to the complainant.

8. Non-Retaliation

SchoolSLP.com prohibits retaliation against any individual who submits a complaint in good faith.

9. Recordkeeping

Complaints and resolutions may be documented internally for quality assurance, compliance review, and continuous improvement purposes.

10. Policy Review

This policy is reviewed periodically and may be updated as needed to reflect changes in business operations. The current version will be maintained on the website.

11. Contact Information

Timothy McIvor
Continuing Education Administrator
SchoolSLP.com
1100 SE 27th St
Ocala, FL 34471
Email: tim@schoolslp.com