Global complaints policy

OpenClassrooms (or “we”) is committed to fostering an environment where learners are able to voice their concerns. When an individual expresses dissatisfaction about the OpenClassrooms’ actions, inactions, or the quality of service, it is considered as a complaint. Otherwise, this is a concern that can be defined as “an expression of worry or doubt over an issue considered to be important for which reassurances are sought”.

OpenClassrooms strives for transparency and fairness in its complaints procedure, ensuring that no one faces any bias or unfavourable treatment with  lodging a complaint.

The majority of concerns can be resolved effectively regardless of the size or nature of any problem, and it is important to us that concerns particularly with regard to your training are resolved for your benefit and others.

Whether you are a learner, a mentor or anyone else except employees (collectively hereinafter “Complainant” or “you”), OpenClassrooms is constantly open to receiving feedback about your experience with us. If things are not right or go wrong, then we want to know about it, so we can learn and make changes where necessary.

Please note that, for learners, this Policy allows any enrolled learner to file a complaint. Every alumni can use this Policy to voice their complaints relating to issues that occurred during their time as learners, but only if those issues couldn't have been reasonably addressed while they were still registered learners.

This Complaint policy (“Policy”), however, does not cover the following:

• Matters covered by separate policies or procedures, including:
  • Safeguarding and Duty Policy
  • Equality, Diversity and Accessibility Policy
  • Whistleblowing Policy
  • Disciplinary and Grievance Policy
  • Internal regulations of OpenClassrooms
• Judgement about individual performance or awarding organisation assessment decisions;
• Requests for new services or provisions.

Wherever possible, OpenClassrooms seeks to resolve concerns raised by you informally. If we are unable to resolve the concern informally, or you are dissatisfied with the outcome, you may make a formal complaint under this Policy. Therefore please take a few minutes to read it. It's important to follow the procedures carefully and always endeavour not to put yourself or others in a difficult situation.

Wherever possible we always seek to resolve issues and complaints at the first point of contact and as quickly as possible without the need for formal investigation.

There are lots of ways you can raise an issue or genuine concern about our services:

• Users of our platform can raise issues relating to platform experience or functionality any time via tickets operated by Students Support available throughout the platform. The Student Success team monitors these daily and will get back to you accordingly.
  • For France: please use this link;
  • For other countries: please use this link.
• For any other issues or concerns, you may raise the matter at the earliest opportunity with your Student Success team (if you are a learner) or Customer Success team (if you are an employer) or the Mentors Success Team (if you are a mentor).

Hopefully, in most cases, the problem will have been addressed by this stage but, if we are not able to resolve your issue informally, you can make a formal complaint using the following procedure.

Formal complaints should be made in writing, directly by the Complainant or by a third party acting on behalf of the Complainant, and addressed to the Student Success team with this link.

Your complaint should clearly set out:

• your contact details (name, email address, phone number, student ID),
• the nature of your complaint,
• details of your complaint in full, including whether you have spoken to anybody at OpenClassrooms about it,
• actions and/or outcome that you feel might resolve the problem.

and, wherever possible, include:

• evidence to support your complaint (e.g. a timeline of events),
• the reason why you were not able to resolve the matter informally,
• the legal ground(s)

You will receive acknowledgement of your complaint within 5 working days of receipt.

An investigation into your complaint will normally be conducted by the Student Success team or it may be delegated to an appropriate employee who is sufficiently independent from the issues raised in the complaint. All stages of complaints handling, including the investigation and its outcome will be conducted in a fair and reasonable manner.

You may be requested to provide further information, where appropriate. In which case, you will normally have 5 working days to respond.

Following completion of the investigation, the Student Success team will notify you of the outcome of your complaint.

You should expect to receive the final response within 28 working days of receipt from the Student Success team of your complaint. If the investigation will take longer than 28 working days, we will inform you of the reason and provide you with a revised expected timescale.

If you are not satisfied with the outcome of your complaint, you have a right to appeal against the outcome of your formal complaint on one or more of the following grounds:

• you believe there was a procedural irregularity in the handling or investigation of your complaint,
• you have additional evidence which was unavailable at the time of your complaint that may have affected the outcome of the investigation and/or
• you have a compelling reason to demonstrate that the outcome of your formal complaint was unreasonable.

Appeals must be supported by evidence. Simply an expression of dissatisfaction with the outcome decision will not be considered as permissible grounds for appeal. A complaint without adequate grounds and evidence will be dismissed.

Your appeal should be submitted in writing and addressed to the relevant team and, if need be, via this link within 10 working days of receiving the outcome to your complaint.

The outcome of your appeal will be communicated to you in writing, normally within 15 working days of receipt.

The decision of the relevant team is final. If you are unhappy with the way your complaint was handled by us, you can go through the below appeal channels relevant to you.

This section is only for Complainants based in France.

You have the right to complain directly to AME Conso, as detailed in our Terms and Conditions.

This section is only for Complainants based in the United Kingdom.

You have the right to complain directly to the Department for Education (DFE), following their published procedures for complaints about Skills Bootcamps providers.

The Department for Education can also be contacted in writing at the following address:

DfE in Coventry – Complaints Team Education and Skills Funding Agency* Cheylesmore House Quinton Road Coventry CV1 2WT

• The Education and Skills Funding Agency – ESFA, is a department of the DFE.

This section is only for Complainants based in the US.

We will advise of any further available appeal channels relevant to your training program and in relation with the State you are located.

If you want to withdraw your complaint, we will ask you to confirm this in writing to the relevant team that you have sent it to.

Confidentiality is an important part of the procedures provided under this policy. Every effort to retain the confidentiality will be made by us during the investigation. Breach of confidentiality may give rise to disciplinary action.

Information about a complaint may be stored, along with a record of the outcome and of any notes or other documents compiled during the process. These will be processed in accordance with our obligations under the data protection laws and in accordance with our Privacy Policy.

If you have difficulty in understanding or implementing any stage of this Policy, you can discuss the situation with the Student Success team as soon as possible with this form.

In addition, we will consider making reasonable adjustments if required (for disabled people for example), to enable Complainants to access and complete this complaints procedure. For instance, providing information in alternative formats, assisting complainants in raising a formal complaint.

OpenClassrooms will review and amend this Policy, at its own discretion, on an annual basis and, where otherwise necessary, may revise it as required in response to findings of any review or when there is a change in legislation and Law.

Next date of planned review is February 17, 2026.