Complaints Procedure

Policy Statement

Complementary Therapies & Training Centre is committed to providing exceptional service. However, sometimes mistakes are made. When something goes wrong we need you to tell us about it. This will help us to improve our standards. This complaints procedure is for people who feel dissatisfied with the service. You have a right to complain and have it investigated. The centre aims to learn from any mistakes and the complaints procedure is seen as very important in the continuous improvement cycle.

How to complain

Firstly, raise your complaint with the member of staff responsible for the service about which you are complaining. Identifying the impact, problem and suggested resolution for your complaint.

If you are not satisfied with how your complaint has been handled you may begin the formal complaint procedure by putting the nature of your complaint in writing to the Centre Manager and including why you are unhappy with the service received. This will be investigated, addressed and you will receive a prompt and fair reply within 14 days of receipt of the complaint.

If you are a Learner you will have an Appeals Procedure Document to follow which you will find in the front of your portfolio. If you are assessed and you disagree with the outcome, you are entitled to the following process for Assessment & Feedback.

Talk to your Lecturer and give your reasons why you disagree.

2. If you still disagree inform your Lecturer of your intention to put in writing why you disagree. Write up why you disagree and address to the Internal Quality Assurer and Lecturer. You must refer to the assessment criteria in your Record of Assessment Book (ROA) found at the front of your portfolio and include where/why/how and when you disagree. The Internal Quality Assurer will then investigate your complaint. This will normally involve reviewing your complaint with others involved.

3. A decision will then be made by the Lecturer and Internal Quality Assurer informing you of the decision. The Internal Quality Assurer will send you a written reply to your complaint, including suggestions for resolving the matter within 14 days of receiving the complaint.

4. If you still disagree an appeals panel will be made up of your Lecturer, Internal Quality Assurer and External Quality Assurer of Vocational Training Charitable Trust.

5. You will then be informed of the overall decision.