Accountability in writing
Complaints and Resolution
If any part of our service falls short, you can raise it directly and expect a written response. Complaints are recorded as dedicated cases with an owner, submission time, supporting evidence and a written resolution trail.
How to raise a concern
Send the details to our office by email or phone, or in person at the Dhanmondi decision desk. Include your name, contact number, the service or counselor involved, the relevant dates and the outcome you are seeking. Avoid sending sensitive document numbers through public channels.
- ✓Email: info@eduexpressint.com
- ✓Phone: +880 1983-333566
- ✓In person: Evergreen Latif, House: 12/1, Road: 4/A, Ground Floor, Dhanmondi, Dhaka 1209
What happens next
We acknowledge every complaint in writing within two working days, assign a management owner, review the file and any documents involved, and provide a written response with our findings and next steps within ten working days. Complex cases that need third-party confirmation are updated at each stage.
Escalation and records
If the first response does not resolve the issue, you can request a senior review by management. Refund questions are assessed against the written fee schedule, recipient, milestone and applicable terms. Every complaint, its evidence and its resolution are recorded so patterns can be identified and the service improved.
What we do not control
Admission, scholarship and visa decisions are made by universities, scholarship bodies and government authorities. We can explain a decision, check for errors in our own work and correct them, but we cannot overturn an official authority’s decision.