Complaint Resolution Policy

Effective Date: 7/28/2026

Schoolpsych.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, presenters, 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 webinars, services, and organizational procedures.

2. What Constitutes a Complaint

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

  • Webinar quality, relevance, or accuracy
  • Presenter conduct
  • Technical access or website functionality
  • Registration, billing, or administrative processes
  • Completion records or certificates
  • 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 they remain unresolved.

3. How to Submit a Complaint

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

  • Website contact form or contact email
  • Email: support@schoolpsych.com

To support timely review, complainants should provide:

  • Full name
  • Contact information
  • Webinar 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 available through the Schoolpsych.com website. Learners may be directed to this policy through the Terms of Use.

5. Acknowledgment and Review Process

  • Complaints are generally acknowledged within two business days.
  • Complaints are reviewed by Tim McIvor, Owner and Managing Member of Schoolpsych.com.
  • Complaints involving webinar content may also be reviewed in consultation with the webinar presenter, when appropriate.
  • Schoolpsych.com will review complaints objectively, fairly, and confidentially to the extent reasonably possible.

6. Investigation and Resolution

Schoolpsych.com will make reasonable efforts to investigate the concern and provide a substantive response or proposed resolution within one to three business days, depending on the complexity of the issue.

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 webinar content
  • Refund review under the applicable refund policy
  • Presenter follow-up
  • Policy or process improvements
  • Other appropriate remedies

7. Communication of Outcome

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

8. Non-Retaliation

Schoolpsych.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 Schoolpsych.com website.

11. Contact Information

Tim McIvor
Owner and Managing Member
Schoolpsych.com
1100 SE 27th St
Ocala, FL 34471
Email: tim@schoolpsych.com