Student Complaints Policy

1. Policy Statement

Alina Holistic Health & Training Academy recognises the importance of learner feedback and views complaints as a valuable opportunity for quality improvement.

We are committed to providing a high standard of service to all learners and customers.
This policy outlines how complaints are managed and what you can expect when raising a concern about any aspect of our services or courses.

A complaint is defined as a grievance, problem, difficulty, or concern relating to the quality of our service, communication, or delivery.
It may involve issues such as delay, lack of response, discourtesy, or dissatisfaction with the standard of service received.

We encourage all learners to communicate openly with us. Complaints are welcomed and will be handled sensitively, confidentially, and without prejudice.

You may wish to raise a complaint if:

You believe we have done something wrong.
We have not done something we said we would do.
You are not satisfied with the quality or delivery of a particular service or course.

2. Anonymous Complaints

We understand that some learners may feel uncomfortable submitting a complaint.
Please be assured that all complaints are treated in the strictest confidence, and you will not be disadvantaged in any way for raising a concern.
Anonymous complaints can be submitted; however, if you do not provide contact details, we will be unable to notify you of the investigation outcome.

3. Procedure

Stage 1 – Informal Resolution

Where possible, complaints should first be discussed directly with the team member involved within 48 hours of the incident.
If a satisfactory resolution is reached, the outcome will be recorded on Appendix 1 – Record of Complaint and sent to the Company Administrator by the end of the next working day for filing.
No further action will be taken if a resolution is achieved.

Stage 2 – Formal Complaint

If the complainant feels unable to discuss the issue with the team member concerned, or if the matter remains unresolved, the complaint should be referred to the Training Manager within 48 hours of the incident.
The Training Manager must then notify the Company Owner within 7 days.
The details of the complaint will be documented using Appendix 2 – Referral of Complaint Form.
Upon receipt, the Training Manager will bring the complaint to the attention of the team member concerned within 48 hours and will attempt to resolve the issue directly with both parties.
If a resolution cannot be achieved at this stage, a meeting will be arranged within 30 days involving all relevant parties. The decision reached at this stage will be final.

4. Record Keeping & Confidentiality

The Company Administrator will maintain a confidential record of all complaints and their outcomes.
Records will be stored securely and made available only to authorised personnel upon request.
Complaints will be reviewed periodically to identify patterns and opportunities for improvement.

All complaints are treated as confidential and discussed only with those directly involved in the resolution process.

5. Complaints Related to Assessment Decisions

If your complaint relates to an assessment or verification decision, please refer instead to the Student Appeals Policy, which outlines the appropriate stages for appealing an academic decision.

Appendix 1 – Record of Complaint

Name of Complainant:
Location:
Date:
Nature of Complaint:
Resolution Agreed:
Signed (Complainant): ___________________________ Date: ________
Signed (Training Manager): ______________________ Date: ________

Appendix 2 – Referral of Complaint

Date of Referral:
Training Manager’s Name:
Nature of Complaint:
Date Referred to Owner/Director:
Actions Agreed:
Signed (Training Manager): _______________________ Date: ________
Signed (Complainant): ___________________________ Date: ________

6. Approval & Review

Policy Approved and Authorised by:
Name: Alina Painter
Position: Director
Date: 21 July 2025
Signature: Alina P.

Policy Review Date: 21 July 2026