1. Purpose
This policy sets out how Learnutec Technology Academy handles complaints. We are committed to providing high-quality IT training and support. When concerns arise, we aim to resolve them promptly, fairly, and constructively.

 

2. Scope
This policy applies to:

• Current and former students

• Staff and instructors

• Employers or sponsors

• External stakeholders

 

3. Definition of a Complaint
A complaint is any expression of dissatisfaction—whether justified or not—about any aspect of the school’s services, conduct, teaching, or administrative processes.

 

4. Principles

• Every complaint is taken seriously and treated confidentially.

• Complaints will not adversely affect the complainant’s rights.

• Resolutions will be timely, fair, and documented.

• We aim to learn and improve from complaints.

 

5. How to Make a Complaint

Stage 1 – Informal Resolution
Complainants are encouraged to raise issues informally with the relevant instructor or staff member as soon as possible.
Timeframe for resolution: Within 5 working days.

Stage 2 – Formal Complaint
If the issue is not resolved informally, a written complaint should be submitted to the Complaints Officer via email or letter.

Email: complaints@learnutec.com
Address: Complaints Officer, Learnutec Technology Academy, The Future Works,
2 Brunel Way, Slough SL1 1FQ, UK.

Details to include:

• Full name and contact info

• Details of the issue

• Dates, times, names of people involved

• Any evidence (e.g., screenshots, emails)

• Desired outcome

• Acknowledgement: Within 3 working days

Investigation period: Up to 10 working days
Written response: Issued upon completion of the investigation

Stage 3 – Appeal Process
If dissatisfied with the outcome, a written appeal may be submitted to the Principal/Director within 10 working days of the formal response.
Final response issued within: 10 working days

 

6. Record Keeping
All complaints and outcomes will be logged and retained securely for a minimum of 3 years. Anonymised data may be used for training or quality improvement.

 

7. Monitoring & Review
The policy will be reviewed annually by senior management and updated based on trends, feedback, or legal/regulatory changes.

 

8. External Complaint Bodies
If the complainant remains dissatisfied, they may escalate to:

• Accrediting bodies (e.g., Microsoft, CompTIA)

• Office of the Independent Adjudicator (for FE/HE institutions)

• Trading Standards or legal channels