{"id":19075,"date":"2023-04-23T07:42:56","date_gmt":"2023-04-23T03:42:56","guid":{"rendered":"https:\/\/qualityacademy.org\/?page_id=19075"},"modified":"2025-10-13T16:20:03","modified_gmt":"2025-10-13T12:20:03","slug":"complaints-handling-policy","status":"publish","type":"page","link":"https:\/\/qualityacademy.org\/policy\/complaints-handling-policy\/","title":{"rendered":"Complaints Handling Policy"},"content":{"rendered":"\n\n\t\t<h1>\n\t\t\tComplaints Handling Policy\n\t\t<\/h1>\n\t\t\t<p><b>Last reviewed on:<\/b> 13 September 2025<\/p>\t\t\n\t<p>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.<\/p>\n<p>&nbsp;<\/p>\n<h4>1. Purpose<\/h4>\n<p>This policy aims to ensure that all complaints are handled professionally, confidentially, and in line with best practices and applicable accreditation or regulatory requirements.<\/p>\n<p>&nbsp;<\/p>\n<h4>2. Scope<\/h4>\n<p>This policy applies to:<\/p>\n<ul>\n<li>Learners, clients, or any individual using Quality Academy&#8217;s training or certification services.<\/li>\n<li>All complaints regarding service delivery, staff behavior, certification decisions, training outcomes, or any related matters.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h4>3. Definitions<\/h4>\n<ul>\n<li>Complaint: An expression of dissatisfaction about a service, decision, process, or behavior received from Quality Academy or its representatives.<\/li>\n<li>Complainant: The individual or organization submitting the complaint.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h4>4. Submitting a Complaint<\/h4>\n<p>Complaints can be submitted through any of the following methods:<\/p>\n<ul>\n<li>By email to: info@qualityacademy.org<\/li>\n<li>Via the <a href=\"https:\/\/qualityacademy.org\/contact-us\/\" target=\"_blank\" rel=\"noopener\">complaint submission form<\/a> on our website<\/li>\n<li>In writing to the postal address listed on our website<\/li>\n<\/ul>\n<p>Verbal complaints must be followed up in writing to ensure proper documentation.<\/p>\n<p>&nbsp;<\/p>\n<h4>5. Complaint Handling Process<\/h4>\n<ol start=\"1\">\n<li>AcknowledgmentWe will acknowledge your complaint within 2 working days of receipt.<\/li>\n<li>InvestigationYour complaint will be assigned to a relevant manager or director, who will investigate the matter in an objective and timely manner.<\/li>\n<li>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.<\/li>\n<li>ConfidentialityAll complaints are treated with strict confidentiality. Only those involved in handling the case will have access to the information provided.<\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<h4>6. Appeals and Escalation<\/h4>\n<p>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.<\/p>\n<p>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.<\/p>\n<p>&nbsp;<\/p>\n<h4>7. Monitoring and Improvement<\/h4>\n<p>Quality Academy records all complaints and reviews them regularly to identify trends and areas for improvement.<\/p>\n<p>&nbsp;<\/p>\n<h4>8. Review<\/h4>\n<p>This policy is reviewed annually or as required in response to operational, legal, or regulatory changes.<\/p>\n<p>&nbsp;<\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>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. &nbsp; 1. Purpose&#8230;<\/p>\n","protected":false},"author":165716268,"featured_media":0,"parent":1797,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"jetpack_post_was_ever_published":false,"footnotes":""},"class_list":["post-19075","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.6 (Yoast SEO v26.9) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Complaints Handling Policy - Quality Academy\u00ae<\/title>\n<meta name=\"description\" content=\"Complaints Handling Policy\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/qualityacademy.org\/policy\/complaints-handling-policy\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints Handling Policy\" \/>\n<meta property=\"og:description\" content=\"Complaints Handling Policy\" \/>\n<meta property=\"og:url\" content=\"https:\/\/qualityacademy.org\/policy\/complaints-handling-policy\/\" \/>\n<meta property=\"og:site_name\" content=\"Quality Academy\u00ae\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/qacert\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-13T12:20:03+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/i0.wp.com\/qualityacademy.org\/wp-content\/uploads\/2024\/05\/Artboard-25.png?fit=2501%2C2501&ssl=1\" \/>\n\t<meta property=\"og:image:width\" content=\"2501\" \/>\n\t<meta property=\"og:image:height\" content=\"2501\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/qualityacademy.org\/policy\/complaints-handling-policy\/\",\"url\":\"https:\/\/qualityacademy.org\/policy\/complaints-handling-policy\/\",\"name\":\"Complaints Handling Policy - 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