Complaints Procedure

Definition of formal complaint

A formal complaint is an expression of dissatisfaction concerning Nationwide Academy Ltd’s product or service, when the complainant has drawn his or her concern to the attention of one of Nationwide Academy Ltd’s employees and is not satisfied with the response.

Nationwide Academy Ltd takes all complaints extremely seriously and all staff are trained and committed to rectify any problem as soon as it is brought to their attention.  It is recognised that a customer who has a complaint dealt with to their complete satisfaction is likely to become a more loyal customer.

Making a formal complaint

If you are dissatisfied with the way your problem has been dealt with by a front-line member of staff, we encourage you to ask to speak to the manager for the section concerned.  If the manager is unavailable, you should ask to speak to the Customer Services Director.  You have the choice as to whether you wish to have your formal complaint dealt with by telephone or by letter, fax or e-mail.

If you prefer to have your complaint dealt with in writing.  Please forward details of the complaint to Nationwide Academy Ltd.  You should include as much information as possible, including the nature of the problem, the date the problem occurred and details of who you have spoken to at Nationwide Academy Ltd about the problem.  You should also tell us what you think we should do to resolve your complaint.  Please remember to provide full details of the address where you would like the response to be sent.

Receipt of the complaint will be acknowledged on the same day that it is made by fax or e-mail. Letters will be sent out first class on the day of receipt.

We undertake to treat the complaint confidentially and to investigate it impartially and thoroughly.  A written report will be sent within 10 working days, although every effort will be made to respond in five working days.  Details of the investigation and our proposed remedial action will be included within the response.

Details of all complaints will be kept on the complaint file and used to assist staff training and annual performance appraisals.

If you are still unhappy with the response you receive from the department manager you may request that the Customers Services Director reviews your complaint and the way in which it was dealt with. The Director will ensure that your complaint has been dealt with fairly in line with our policies and procedures.

When the complainant has exhausted the complaints policy of the training organisation, if still dissatisfied the learner can escalate their complaint direct to the relevant Awarding Organisation or qualification regulator (e.g. Ofqual), details of which will be supplied upon request.”

You will receive a further written response from the Customer Services Director within 10 working days of your appeal being received, although our target is 5 days.