Complaints Procedure

COMPLAINTS PROCEDURE

A complaint is an expression of concern or dissatisfaction with the services provided or actions taken by the training company that affect the quality of a student’s learning opportunities.

INFORMAL APPROACH to resolving complaints

• Talk through the issue with the appropriate member of staff to find an informal way to resolve the problem, within 10 working days of the action or loss of service that you feel has adversely affected the quality of your learning opportunity.

Appropriate members of staff: 

• Tutor concerned with complaint
• Other Tutor who isn’t directly related to complaint Tutors can be contacted by emailing on: Debbie Owen: admin@dscounsellingtraining.co.uk Sharon Hills: admin@dscounsellingtraining.co.uk Or writing to: DS Counselling Training, 14 Thomas Road, Preston Hall, Aylesford, Kent. ME20 7FR

FORMAL APPROACH

If the informal approach does not resolve the matter, you may make a formal complaint in writing addressed to our Complaints Manager: Please ask for details.

Further assistance on how to make a complaint can be found in our student handbook or hard copy procedures.

A formal complaint must be made within 15 working days of the action or loss of service that you feel has adversely affected the quality of your learning opportunity.

The Complaints Manager will investigate on your behalf and keep you informed throughout the process. On receipt of a formal, written complaint: Within 2 days: The Complaints Manager will acknowledge receipt of the formal complaint to the complainant. Within 14 days: The Complaints Manager will conclude the investigation and send the Services' detailed response to the complainant. If it is not possible to conclude within 14 days the Complaints Manager will send the complainant an indication of how the complaint is being addressed and when they will receive a detailed response. Copies of all correspondence relating to the complaint should be securely stored under data protection law.

APPEALS

If the Service`s response to your complaint does not resolve the matter an appeal may be addressed in writing. Please ask for the Appeals Manager, details held in hard copy precedures.