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Grievance Redressal Policy

How to raise a complaint, escalation steps, and our resolution timelines.

Last Updated: 15 May 2026

1. Our Commitment

HCP College is committed to transparent, fair and timely resolution of every grievance — whether it relates to admission counseling, university coordination, fee payment, scholarship eligibility, or service quality. No student or parent should hesitate to raise a concern.

2. What Qualifies as a Grievance?

  • Incorrect or misleading admission information
  • Delay in university response or document submission
  • Issues with scholarship award or eligibility
  • Refund-related disputes (between student and university)
  • Misconduct or unprofessional behaviour by any HCP staff member
  • Any breach of these policies (Privacy, Terms, Refund, Disclaimer)

3. How to Raise a Grievance

Step 1 — Direct contact (Level 1): Email or WhatsApp the counselor who handled your case. Most issues are resolved within 48 hours at this level.

Step 2 — Grievance Officer (Level 2): If unresolved, write to our Grievance Officer at hcpcollege.india@gmail.com with subject line "Grievance — [Your Application ID]". Include: full name, mobile, application/enquiry ID, description, supporting documents/screenshots, and your preferred resolution.

Step 3 — Director's Office (Level 3): Escalate to the Director by calling +91-9389623236 or writing to the Director's Office at the registered address. The Director personally reviews unresolved Level-2 grievances every Friday.

4. Resolution Timelines

  • Acknowledgement: within 1 working day of receipt
  • Initial response: within 3 working days
  • Final resolution: within 15 working days for routine grievances; up to 30 working days for complex matters involving partner universities
  • Status updates: shared every 5 working days while the case is open

5. Grievance Officer — Contact Details

Name: Grievance Officer, HCP College
Email: hcpcollege.india@gmail.com
Phone: +91-9389623236
Address: B-101, HCP Complex, Radhika Vihar, Karmyogi Kamla Nagar, Agra-282005, Uttar Pradesh, India
Working hours: Monday – Saturday, 9:00 AM – 7:00 PM

6. University-Side Grievances

For complaints related to the academic delivery of your programme (course content, examinations, marksheets, certificates), the partner university is the primary authority. HCP College will assist as a facilitator, but the final decision rests with the university's own grievance redressal committee. For UGC-DEB matters, you may also approach deb.ugc.ac.in.

7. Confidentiality & Non-Retaliation

All grievances are handled confidentially. We do not penalise, blacklist, or discriminate against any student for raising a complaint in good faith. Frivolous or malicious complaints, however, may be dismissed after due review.

8. External Escalation

If you are not satisfied with our resolution, you may approach:

  • National Consumer Helpline — 1800-11-4000 / consumerhelpline.gov.in
  • UGC Student Grievance Redressal (for partner-university issues) — ugc.ac.in
  • Consumer Forum, Agra — for civil disputes within Uttar Pradesh jurisdiction

9. Records

We maintain a written log of every grievance, action taken, and outcome — retained for at least 3 years from closure for audit, learning, and continuous improvement.

10. Policy Review

This policy is reviewed annually (or earlier if regulations change). The "Last Updated" date at the top reflects the latest revision.