Global Therapy Training is committed to providing the highest quality of service to all of our students. If a learner is not satisfied with the quality of the service provided, they have the right to complain. We will respond to all complaints promptly and in a fair and confidential manner.

However, there may be occasions when Global Therapy Training may be required to disclose the details of a complaint to a third party. Complainants will be advised where this is necessary. Complaints give us an opportunity to improve our service.

Global Therapy Trainings will monitor complaints and the outcomes in order to improve the quality of service provision.

We will ensure that no learner will, in any way, be disadvantaged as a result of making a complaint.

SCOPE

To allow us to fully and fairly investigate a complaint, we would expect the learner to make us aware of the cause of the complaint within three months of the issue arising. This policy and procedure applies to complaints arising from all Global Therapy Training, training services. It should not be used to remedy day to day operational matters that typically should be resolved through less formal procedures.

PROCEDURE FOR IMPLEMENTATION

Where a learner has a complaint, they should, in the first instance, seek to resolve the issues directly with an appropriate member of staff (Informal complaint). Appropriate member of staff are: tutor concerned with complaint, or the course leader. The Course Leader will always be informed of the complaint. If the issue has not been resolved to the learner’s satisfaction, they can make a formal complaint. The complaint may be made in writing or by email and should be addressed to the Complaints Manager (one of staff members that is not the complaint tutor or an external reviewer) of Global Therapy Training. The learner must supply their name and address for all communication.

The learner will receive an acknowledgement of the formal complaint within 5 working days. The Complaints Manager will investigate the complaint and report findings within 15 working days or request an extension to this period, providing reasons why this is necessary. The Complaints Manager will respond to the learner within a further 5 working days and will indicate what action has been taken, or is proposed, to resolve the complaint, or if the complaint is not upheld, the reasons for that decision.

Where an investigation extends beyond twenty working days the Complaints Manager will inform the learner in writing of the expected completion date. If the learner is not satisfied with the outcome, they can appeal the decision by writing to the independent and external reviewer. The appeal must be lodged in writing no later than 10 working days after the initial outcome has been received by the student.

The learner will receive an acknowledgement of the appeal within 5 working days of it being received by the External reviewer. The External reviewer will investigate the appeal and will inform the learner of the outcomes of the appeal within twenty working days from the date of acknowledgement. Where an appeal extends beyond twenty working days the External reviewer will inform the learner in writing of the expected completion date.

The decision of the External reviewer is final and binding. In all cases the documentary evidence gathered and stored will remain confidential to those involved. This policy will be reviewed annually.