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Policies

Complaints and Appeals

How to raise a complaint or ask for a second look at an assessment decision.

Last updated: 11 November 2026

Making a complaint

Write to info@luminaryiu.com with your name, the program and what went wrong. Tell us what you would like us to do.

What happens next

We acknowledge your message by email.
Someone who was not involved in the issue reviews it.
We reply with our findings and, where it is right to do so, a remedy.

Appealing an assessment decision

If you believe an assessment was marked unfairly, write to us within a reasonable time after you receive the result and say why. A different assessor reviews your work and we tell you the outcome in writing.

Fairness and records

We treat complaints in confidence, do not penalise anyone for complaining in good faith, and keep a record so that we can learn and improve.

Concerns about ABIA accreditation

ABIA is an independent body. You can raise a concern about accreditation with ABIA directly at abia.us, and you can also tell us.

Questions about this policy?

Write to info@luminaryiu.com and we will reply by email.