AccessAbility Training

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1. Purpose
At AccessAbility Training, we value all feedback – positive, constructive, or critical – as an opportunity to learn, improve, and strengthen the services we offer. We are committed to handling complaints and feedback in a transparent, fair, and timely manner.

This policy outlines how individuals can share feedback or raise concerns, and how we will respond.

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2. Scope
This policy applies to:

• Learners and participants

• Employers and clients

• Staff, trainers, and contractors

• Partners and members of the public

It covers feedback on any aspect of our work, including training delivery, communication, accessibility, staff conduct, or organisational policies.

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3. Our Commitment

We will:

• Welcome all feedback and treat it seriously

• Ensure people feel safe and supported when raising concerns

• Investigate complaints fairly and without bias

• Maintain confidentiality wherever possible

• Resolve issues promptly and learn from them

• Make reasonable adjustments to ensure the complaints process is accessible to everyone

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4. Giving Feedback

We encourage all participants and stakeholders to share their experiences with us, whether positive or negative. You can give feedback by:

Email: accessabilitytraining@outlook.com
Online by clicking here
Verbally: To any member of staff or trainer, who will record it appropriately

Feedback can be given anonymously, but we may not be able to follow up without contact details.

 

5. Making a Complaint

If you are unhappy with any aspect of our services, please let us know. We encourage you to raise concerns informally in the first instance so we can resolve them quickly.

If the issue is not resolved, or if you prefer to make a formal complaint, you can do so in writing or verbally.

To make a formal complaint:

Email: accessabilitytraining@outlook.com

Online by clicking here

Verbally: To any member of staff or trainer, who will record it appropriately

We will acknowledge your complaint within 5 working days, and aim to provide a full response within 15 working days. If more time is needed, we will keep you informed.

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6. Support and Accessibility

We are committed to ensuring that the complaints process is inclusive and accessible. We will provide:

• Alternative formats (e.g., Easy Read, large print, audio)

• Communication support (e.g., BSL interpreters, advocates)

• Adjustments to the process as needed (e.g., extra time, breaks, simplified language)

If you need support to make a complaint, please let us know your access requirements.

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7. Escalation

If you are not satisfied with the outcome of your complaint, you may request a review by a senior member of the team. This will be conducted within 10 working days of your request.

If the matter remains unresolved, we will advise you of your right to refer your complaint to an external body, such as a funding provider or regulatory authority.

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8. Monitoring and Learning

All complaints and feedback are recorded and reviewed regularly. We use this information to:

• Identify trends or recurring issues

• Improve our services, training content, and policies

• Share learning with staff and trainers (anonymously where appropriate)

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9. Confidentiality and Data Protection

All complaints are treated confidentially and in accordance with our GDPR Policy. Personal data will only be shared with relevant staff involved in the resolution process.

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10. Review of Policy

This policy will be reviewed annually or earlier if required due to changes in practice, legislation, or feedback from users.

Date of Last Review: 20.04.2025
Next Review Due: 20.04.2026
Policy Owner: Amy McManus