Compliments, Comments, Complaints & Appeals Policy & Procedure

Version 1.5– May 2025

1. Purpose

This policy sets out how Fit Training International welcomes and responds to compliments, comments, complaints and appeals from its customers, learners, external clients and partners, so that we can continuously improve our services and meet our legal duties, including the requirement (under the Worker Protection (Amendment of Equality Act 2010) Act 2024) to take reasonable steps to prevent harassment.

2. Scope

This procedure applies to all customers, defined as:

  • Learners enrolled on our programmes
  • External clients and visitors using our facilities or services
  • Business partners and organisations with which we have a contractual or collaborative relationship

Staff grievance or disciplinary matters are covered by separate HR policies and are therefore out of scope.

3. Definitions

Term & Meaning

Compliment = Positive feedback recognising good service or practice

Comment = Neutral suggestion or observation intended to help us improve

Complaint = Expression of dissatisfaction requiring a response

4. Principles

We commit to:

  1. Encouraging and valuing all feedback.
  2. Resolving issues as quickly and as close to the point of delivery as possible.
  3. Treating complainants with courtesy, respect and confidentiality.
  4. Reaching fair decisions based on the evidence available and keeping a note of why each decision was made.
  5. Using feedback to inform continual improvement via the Quality Improvement Plan.

5. Compliments & Comments Process

  1. All compliments/comments/reviews are acknowledged and passed to the relevant IQA.
  2. Written feedback (email/letter/web form) is acknowledged within two working days.
  3. Positive feedback is shared with the team concerned and logged for quality reporting.

6. Complaints Process

Time limit for raising a complaint

Complaints should normally be raised within 12 months of the incident (or of the complainant becoming aware of it). Complaints raised after this period will only be considered in exceptional circumstances where there is a clear and compelling reason for the delay.

6.1 Informal stage

  • Front-line staff aim to resolve less significant issues immediately using the Listen – Question – Agree – Act – Follow-up model.
  • Learners should raise concerns with their Tutor/Assessor first or email info@fittraining.co.uk.
  • External customers should raise issues with the manager on duty.
  • We provide this procedure in alternative formats (e.g., large print, Braille, BSL video relay) and accept supported conversations on request.
  • Concerns indicating a safeguarding risk are escalated to the Safeguarding Lead immediately.

6.2. Formal stage

If informal resolution is unsatisfactory or the matter is serious, the complaint moves to the formal stage:

  1. Complaints may be submitted verbally, by telephone or in writing (email/letter) — no one will be required to “put it in writing” as a pre-condition.
  2. All formal complaints are logged by the Quality & Compliance Lead and acknowledged within two working days (or within 2 working hours if received via info@fittraining.co.uk).
  3. We aim to agree and communicate an outcome within 15 working days of receipt. Complex cases may require more time; in such cases we will set and share a revised timetable with the complainant.
  4. Written confirmation of the agreed resolution is sent within five working days of the outcome being agreed.

6.3. Escalation (Stage 2)

If dissatisfied, the complainant may escalate to the Operations manager, who will review the case afresh and respond within five working days.

6.4. Appeal (Stage 3)

A final written appeal may be lodged within 14 days of the Stage 2 response. An Executive Director, independent of earlier stages, will issue a final decision within 14 days. This decision constitutes the final internal stage of the complaints process for all customer-service and commercial matters. No further internal or external escalation is available for these general complaints. Appeals that relate solely to regulated-qualification assessment decisions may proceed to an Awarding Organisation as set out in Section 11.

7. Anonymous & Malicious Complaints

  • Anonymous complaints will normally not be investigated unless there is an overriding public interest or safeguarding risk.
  • Proven malicious complaints may trigger staff disciplinary action or other appropriate measures.

8. Responsibilities

Role & Key Duties

Board of Directors = Oversight and annual review of this policy

Quality & Compliance Lead = Day-to-day administration, logging and reporting

All Leads = Ensure staff know and apply the procedure

All Staff = Handle feedback professionally and escalate promptly

9. Data protection & confidentiality

All records are handled in line with the Data Protection Act 2018 & UK GDPR. Access is restricted to those with a need to know. Records are retained for six years from closure and then securely destroyed.

10. Monitoring & Continuous Improvement

This policy and Section 11 meet the requirements of Ofqual General Condition I1 (Appeals Process).

  • Compliments/comments/complaints metrics are analysed quarterly.
  • Trends feed into the Quality Improvement Plan and staff CPD.
  • Aggregated, anonymised equality-diversity data on complainants is reviewed alongside other metrics to check for any unintended bias; findings are discussed at Quality Improvement and team meetings and actions are taken where needed.

11. External escalation

External escalation is only possible for regulated-qualification assessment decisions after the internal appeal (Stage 3) has been completed. In that circumstance, the learner may submit an appeal to the relevant Awarding Organisation (e.g., Active IQ,) following its published procedure.

The Awarding Organisation will review only issues that could affect the validity, reliability or fairness of an assessment outcome. Learners who wish to pursue this route should notify the Quality & Compliance Lead within 10 working days of the Stage 3 decision. Fit Training will then provide written guidance, the Awarding Organisation’s contact details and (if requested) a copy of the evidence within two working days.

Appeals must normally reach the Awarding Organisation within 20 working days of the Stage 3 decision. Learners can find Active IQ’s appeal form and guidance at www.activeiq.co.uk/appeals. 

Service-quality, behaviour or commercial complaints cannot be taken to an Awarding Organisation; the Stage 3 Executive decision is final for those matters. Fit Training does not subscribe to an Alternative Dispute Resolution (ADR) body for such complaints; customers may seek independent advice from Citizens Advice or Trading Standards.

Document owner: Quality & Compliance Lead.

Approved by Board: 10th May 2025 signed:

Next scheduled review: 10th May 2026

(Ofqual General Condition I1 compliant)