Version 2026.11 · Effective 1 November 2026. If something went wrong, we want to fix it. Email is FI’s official channel for complaints, so there is always a written record for you and for us.
How it works
- Tell us: email [email protected] with “Complaint” in the subject, your full name, My FI ID (if you have one), the programme, and what happened. Attach any receipts or screenshots.
- Acknowledged within 2 working days, with a case number.
- Answered within 10 working days. Safeguarding concerns are handled the same day. If we need longer, we tell you why and give a new date.
- Appeal: if you are not satisfied, reply within 14 days with “Appeal” in the subject. FI management reviews the case and gives a final FI answer within 10 working days.
What you can complain or appeal about
Teaching, classes, records and certificates, payments and FI Credit decisions, Code of Conduct decisions, data and privacy, and staff behaviour.
Our promises
- We treat every complaint fairly and confidentially.
- Making a complaint never affects a learner’s grades or access.
- We never ask anyone to remove a review as a condition of fixing a problem.
- You may still contact the relevant authority, for example the Department of Trade and Industry (DTI) for consumer matters or the National Privacy Commission for data matters.
See all FI policies.