AAG Training Services Ltd is committed to providing high-quality training and customer service to all learners, employers, partners, and stakeholders. We recognise that from time to time concerns or complaints may arise, and we welcome the opportunity to address them fairly, transparently, and promptly.
This policy outlines the process for raising, investigating, and resolving complaints relating to the services provided by AAG Training Services Ltd.
This policy applies to complaints made by:
The policy covers complaints relating to:
This policy does not cover:
AAG Training Services Ltd will ensure that all complaints are:
No individual will be treated unfairly or disadvantaged for making a genuine complaint.
Where appropriate, complainants are encouraged to raise concerns informally in the first instance with the relevant staff member or department. Many issues can be resolved quickly through open discussion and clarification.
If the matter cannot be resolved informally, a formal complaint may be submitted.
Formal complaints should be submitted in writing within 30 calendar days of the incident or issue arising.
Complaints should include:
Complaints can be submitted by:
AAG Training Services Ltd will acknowledge receipt of the complaint within 5 working days.
The acknowledgement will include:
The complaint will be investigated by an appropriate manager or senior member of staff who has not been directly involved in the matter.
The investigation may include:
Complainants may be contacted for further information during the investigation process.
A formal written response will normally be issued within 20 working days of acknowledgement.
The response will include:
Where additional time is required, the complainant will be informed of the reason and revised timescales.
If the complainant is dissatisfied with the outcome, they may request a review within 10 working days of receiving the decision.
The review will be conducted by a senior manager or director not previously involved in the investigation.
A final response will normally be issued within 20 working days of the escalation request. The outcome of this review will be considered final.
Where applicable, complainants may also refer concerns to relevant external bodies, awarding organisations, regulators, or funding agencies.
All complaints will be handled sensitively and confidentially in accordance with applicable data protection legislation, including the UK GDPR and Data Protection Act 2018.
Information will only be shared with individuals directly involved in investigating or resolving the complaint.
AAG Training Services Ltd will maintain records of:
Records will be retained securely in accordance with the organisation’s data retention procedures.
Complaints will be reviewed periodically to identify trends, recurring issues, and opportunities for service improvement.
The company is committed to using feedback constructively to improve the learner and customer experience.
AAG Training Services Ltd will make reasonable adjustments to ensure this complaints process is accessible to all individuals, including those with disabilities or additional support needs.
Alternative formats of this policy can be made available upon request.
This policy will be reviewed annually or sooner where legislative, regulatory, or operational changes require.
Policy Owner: Managing Director
Review Frequency: Annual
Version: 1.0
Effective Date: 01st October 2025
Review Date: 30th September 2026