Albrighton Consulting is committed to providing a learning environment in which customer complaints and appeals are responded to in a constructive and timely manner.
The policies and procedures ensure that:
Each complaint and appeal is recorded in writing.
Outcomes are recorded in writing.
Each appeal is heard by an independent person or panel.
Each appellant:
has an opportunity to formally present his or her case; and
receives written advice of the outcome including reasons for the decision.
Complaints procedure
In the event that a student has a complaint concerning any matter in relation to the training, or with Albrighton Consulting, the student will:
Speak directly with a representative to resolve the problem. (call 08 8327 2788)
If the student cannot speak to the person concerned, they should direct the matter in writing to the designated representative.
If the problem has not been resolved to the students satisfaction or they feel they are unable to approach the facilitator or representative, they should notify the National Manager within 21 days. (call 08 8327 2788)
The National Manager will respond within a further 21 days.
If the complaint is still unresolved, the student will be advised of external organisations that may assist (e.g. Department of Fair Trading or the relevant government department including the Training Advocate).
Assessment appeals procedure
If you are not satisfied with the result of your assessment, you may appeal against the decision by following the steps below:
The Facilitator Coordinator will organise a review of the assessment and will advise you of the findings of the review.
If the matter is still unresolved, the National Manager will be notified and will provide the student with a written statement of outcome within a further 21 days.
If the appeal is unresolved, you will be advised of external organisations that may be able to assist including the Training Advocate.
If a face to face meeting is required, you are able to have a person of your choice, attend as a support for you during the meeting. If via phone, a teleconference between you, your support person and the national Manager can be arranged.
To download a copy of our Complaints & Appeal Policy pleaseClick Here
