Complaints Policy

1. Overview

1.1) Mantra Training Sussex Ltd (referred to as Mantra Training)  is committed to providing an open and accountable quality service for all.  One way in which we can continue to improve is by listening and responding positively to all complaints, by putting mistakes right and taking the necessary steps to prevent further occurrences.

1.2) We aim to ensure that:

• Making a complaint is as easy as possible.
• We deal with complaints promptly, politely, fairly, factually, and confidentially.
• We respond appropriately, with explanation, apology or information as appropriate.
• We review and learn from complaints, thereby improving our service.

1.3) If you are unhappy with any aspect of the service provided by Mantra Training, in the first instance, raise this concern with Will Scott (Owner) or the consultant working for Mantra Training.  If concerns cannot be resolved informally or the matter is serious, then a formal complaint should be made.

2. Complaints or appeal?

2.1) An appeal occurs when a judgement decision has been made, eg candidates may appeal assessment decisions. Appeals will be raised with the Awarding Body.

2.2) The complaints procedure is a manner in which to raise concerns relating to the actual training, ie contents, delivery, etc, not the course result(s).

3. Formal Complaints to Mantra Training

3.1) This formal complaint procedure is intended to ensure all complaints are handled fairly and consistently. Initially, all complaints should be raised immediately with the course tutor.

3.2) A formal complaint should be instigated if informal methods did not resolve the concern.

3.3) The complainant should:

• Complain in writing unless not able to do so, in which case an alternative method will be offered.
• Explain clearly all details of incidents, consequences, as a result and the form of redress or change in operations that are sought.
• Complain within eight weeks of the occurrence.

3.4) Mantra Training will:

• Acknowledge the formal complaint in writing within five working days, stating the time period for a considered response (this would usually take 15 working days).
• Deal reasonably and sensitively with the complaint.
• Take action where appropriate.

3.5) Mantra Training will investigate the subject matter of the complaint and reply in writing within 15 working days.  If the matter cannot be resolved within this time, an update and explanation for the delay will be provided.

3.6) Mantra Training will log any complaints received, including the response and actions taken.

This policy will be reviewed every three years or earlier if a change in legislation, working practices or feedback from clients or partners necessitates.