Complaints Policy and Procedures
Our aim is to ensure you have a smooth service. We recognise that things can go wrong from time to time, and we are committed to being transparent and working with you to put things right.
Scope
Our complaints procedures should be treated in good faith and should not be mixed with other policies and procedures such as appeals and reasonable adjustment. These have their own procedures independent from our complaints.
We however reserve the right to refer to our terms and conditions, regulations, and legislation such as consumer law should this apply. Our procedures are designed to be easy to understand and follow.
Coursetopia commits to genuinely treating any complaint seriously and learning from it, which in turn might lead to improvement of our services. We also commit to responding promptly and adhering to confidentiality.
Where you are a third party, consent might be required if you are complaining on behalf of any of our learners.
Need to make a complaint? Contact our admin team at contact@coursetopia.co.uk or visit our contact page to get in touch.
Informal
Speak or write to our admin about your complaint. Complaints are acknowledged within 48 working hours. Your complaint will be investigated and findings shared with you within 5 working days. If more time is required, this will be communicated to you.
Formal
If you are not satisfied with Stage 1, complete our online complaints form with more details including dates and evidence. The matter will be investigated by a senior team member who was not involved in any stage of the complaint. Findings shared within 10 working days.
Centre Manager Review
If you are not happy with the formal stage outcome, your complaint can be referred to the centre manager. They will review your objections and either agree, vary, or overturn the original decision. The review will take up to 7 working days.
Once the centre manager has confirmed that all stages of our complaints procedures have been exhausted, you can seek further recourse with the awarding body you are registered with following their policies and procedures. You can find the contact details of our awarding bodies in the Learner Handbook.