Complaints Handling Policy

Last reviewed on: 13 September 2025

Quality Academy is committed to providing high-quality training and certification services and to addressing all complaints in a timely, fair, and transparent manner. This policy outlines how learners, clients, or stakeholders may raise concerns and how these will be managed by our team.

 

1. Purpose

This policy aims to ensure that all complaints are handled professionally, confidentially, and in line with best practices and applicable accreditation or regulatory requirements.

 

2. Scope

This policy applies to:

  • Learners, clients, or any individual using Quality Academy’s training or certification services.
  • All complaints regarding service delivery, staff behavior, certification decisions, training outcomes, or any related matters.

 

3. Definitions

  • Complaint: An expression of dissatisfaction about a service, decision, process, or behavior received from Quality Academy or its representatives.
  • Complainant: The individual or organization submitting the complaint.

 

4. Submitting a Complaint

Complaints can be submitted through any of the following methods:

  • By email to: info@qualityacademy.org
  • Via the complaint submission form on our website
  • In writing to the postal address listed on our website

Verbal complaints must be followed up in writing to ensure proper documentation.

 

5. Complaint Handling Process

  1. AcknowledgmentWe will acknowledge your complaint within 2 working days of receipt.
  2. InvestigationYour complaint will be assigned to a relevant manager or director, who will investigate the matter in an objective and timely manner.
  3. ResponseA full response will be provided within 15 working days. If more time is required, we will notify you of the delay and the reasons.
  4. ConfidentialityAll complaints are treated with strict confidentiality. Only those involved in handling the case will have access to the information provided.

 

6. Appeals and Escalation

If you are dissatisfied with the outcome of your complaint, you have the right to appeal. Appeals should be submitted in writing within 10 working days of receiving the final decision.

If your complaint relates to a qualification or certification process and you remain unsatisfied with our final response, you may escalate the matter to the relevant awarding or accreditation body. Contact information for these bodies will be provided upon request or can be found in your course joining instructions.

 

7. Monitoring and Improvement

Quality Academy records all complaints and reviews them regularly to identify trends and areas for improvement.

 

8. Review

This policy is reviewed annually or as required in response to operational, legal, or regulatory changes.