We are fully committed to providing the most accurate experience on the course based upon the description and we encourage open and honest communication throughout. Should you wish to make any complaints or raise any issues, please follow the procedure laid out below so we can find a resolution as quickly as possible.
You may involve someone else to support you at any stage.
Stage One: Speak to the teacher training manager by emailing firstname.lastname@example.org concerned within 3 days after your experience and try to resolve informally. The teacher training manager will aim to come back to you within 2 working days with a resolve. If you are not satisfied with the response you have received, follow stage two.
Stage Two: Outline the details of your complaint by email to the teacher training manager who will investigate the complaint. Your complaint will be acknowledged within 3 working days from the date it is received. Please include the following information in your email:
The date(s) that the incident happene
Class/course/workshop the complaint stems from
Why you are complaining and what resolution you would expect?
Whether you want to make the complaint anonymously or not ( in the case of anybody at risk we have the right to break confidentiality in order to try and prevent the risk)
The teacher training manager will then investigate the complaint through reviewing the details, and in some cases possibly writing to the tutor or person about whom the complaint has been made. The letter will outline the main elements of your complaint and ask for a full written response.
At this point, if further relevant information comes to light, you may be asked for your comments to ensure the investigator has a balanced understanding. When your response has been received, the investigator will consider all the information available to them and make a decision.
The response will include the following information:
Details of the investigation
A decision about whether the complaint was upheld or not
The reason for the decision
The re-dress, if appropriate, will be offered to you, for example, an apology, additional help or directing you to other sources of advice or support
Any other action that may be taken in light of the complaint
If it is not possible to provide a full answer to your complaint within 30 working days, the letter will outline reasons why and give a date by which a full answer is expected.