Complaints Policy

This policy outlines the formal complaints procedure and is designed to ensure that all complaints are handled fairly, consistently, and promptly.
Wherever possible, we aim to resolve complaints to the complainant’s satisfaction through clear communication and appropriate action.

1. SCOPE

This policy applies to any individual or organisation wishing to raise a formal complaint relating to our services, programmes, training, assessments, or any associated activities.

2. HOW TO RAISE A COMPLAINT

a. Informal Resolution - In the first instance, we encourage you to raise your concern informally by posting it on your WhatsApp Alumni Group.

Many issues can be resolved quickly and amicably at this stage with the support of the Assist Team or Head Trainer.

b. Formal Complaint: - If the matter cannot be resolved informally or you remain dissatisfied, you may submit a formal complaint in writing within 20 working days of the issue arising.

Your written complaint should include:

  • Your written complaint should include:
  • Your full name and contact details
  • A clear description of your complaint
  • Any supporting evidence or relevant information
  • The outcome you are seeking

Formal complaints should be shared within your WhatsApp Alumni Group, tagging the relevant Assist Leader or Head Trainer for escalation.

3. ACKNOWLEDGEMENT

We will acknowledge receipt of your formal complaint within 10 working days, confirming that it is under review and outlining the next steps.

4. INVESTIGATION

Your complaint will be reviewed by a senior member of the team who was not directly involved in the matter.

We may contact you for further clarification or to gather additional information.

A fair, unbiased, and thorough investigation will be conducted.

5. OUTCOME

A written response will be provided within 20 working days of acknowledging your complaint.

The response will detail the findings and any actions taken or proposed.

Where necessary, we will also outline any changes implemented to prevent a recurrence.

6. FURTHER ACTION

If you remain dissatisfied with the outcome, you may request a review by a more senior authority within the organisation.

This review will be final.

7. MONITORING AND REVIEW

We log and monitor all formal complaints to improve our services and processes.

This policy is reviewed annually to ensure its effectiveness and relevance.

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