COMPLAINTS POLICY

Introduction

This document sets out Close Protection Academy Ltd. Complaints Policy and is aimed at customers, learners and all interested parties who encounter a direct or indirect service from us. It covers complaints which learners, members of the public or customers may wish to make a complaint in relation to the qualifications and associated services offered by Close Protection Academy Ltd. If you are unhappy about the way an assessment was managed and you suspect malpractice may have occurred, you should send your concern to us in accordance with the arrangements in our Malpractice and Maladministration Policy.

How Should I Complain?

Stage 1 - Informal

You should first try to sort out any problem at the earliest opportunity by speaking to the person who dealt with you, in most cases your trainer/assessor. If you are not satisfied with the way your initial complaint has been dealt with, you can then escalate the complaint to formal stage.

Stage 2 - Formal Stage

If you are not satisfied with the help provided informally, please send a written complaint addressing your complaint to the Centre Manager. Your complaint must be received in writing, normally within one month of the event you are complaining about and address it to us at the contact details outlined at the end of policy.

What Details Do I Give?

When you contact us, please give us your full name, contact details including a daytime telephone number along with:

•      A full description of your complaint (including the subject matter and dates and times if known)

•      The names of any of the people you have dealt with so far

•      What outcome you are seeking as a resolution.

What Happens if my Complaint is Upheld?

If any part of your complaint is upheld, we will provide in writing, how and what part of your complaint has been upheld. In any case, at this stage you will be given ‘Outcomes of your Complaint’.

If there are mistakes that have been made by the company, then we will apologise and give due consideration to how we can improve our service and arrangements. For example, by reviewing our procedures to assess the impact on our arrangements and assessment process (if relevant) or arranging for staff training. In extreme circumstances, disciplinary procedures may be exercised where the performance or behaviour of our staff is deemed inappropriate.

If the complaint is against other people, who are not employees of Close Protection Academy Ltd., such as learners, Close Protection Academy Ltd. will consider what actions it will take in relation to their conduct, and this may also include disciplinary action where necessary.

What if I Disagree, how can I Appeal?

The Appeals Procedure applies where you disagree with the ‘Outcome of a Formal Stage of the Complaint’. You are required to Appeal the outcome in writing within 5 working days of receipt of the response at the formal stage. The appeal will usually be heard by the Company Directors who have authority to review and change the original decision.

The Appeal must be based on the complaints made and heard at the formal stage. Any new complaints need to be processed through the stages of this policy. For consistency, the Manager investigating the Appeal, will access all the paperwork and communications that you have had as part of their investigation, you are therefore not required to submit this again.

In your Appeal letter/email, please clarify,

1.     Reference to the date of the Compliant Outcome letter and manager that dealt with your Compliant.

2.     What is it about the ‘Outcome of the Complaint’ that you are dissatisfied with?

3.     What outcome you were/are seeking that would satisfy you?

The Manager handling the Appeal will respond within 30 days of the Appeal. The Outcome of the Appeal Process will form the final decision and concludes the formal procedure aligned to this Policy.

What if I Disagree?

If you are still unhappy with the decision taken by Close Protection Academy Ltd. in reviewing the complaint you can escalate the complaint to Highfield Awarding Body for Compliance (the awarding organisation). If you are still not satisfied with the outcome of the external complaints policy, you can also escalate this to Ofqual (however only once the internal and external complaints policy has been fully completed).

Contact Us

If you’ve any queries about the contents of the policy, please contact us via email at contact@closeprotectionacademy.co.uk

Review Arrangements

We will review the policy and its associated procedures annually as part of our self-evaluation arrangements and revise it as and when necessary, in response to customer, learner or regulatory feedback.

This policy was approved by: Nicholas Player & Jillian Robertson 01/03/2025

Review Due 28/02/2026