Formal Complaints Procedure

Purpose and Scope

This procedure applies to all learners, parents and course participants engaged with Find Your Inner Peace Ltd. It covers complaints about course content, delivery, materials, facilitator conduct, monitoring and pilot delivery.

Principles

• Accessible and fair — Handled impartially and without detriment to the complainant.
• Timely — Acknowledgement and resolution targets are published and met.
• Confidential — Information is shared only with those involved in the investigation.
• Proportionate — Responses match the seriousness of the complaint.

Stage 1 — Informal

• • Speak to the facilitator or programme lead as soon as possible to try to resolve the issue informally.
• • If preferred, email info@findyourinnerpeaceltd.co.uk or call 07940 232322.
• • We aim to acknowledge within 5 working days and resolve within 10 working days where possible.

Stage 2 — Formal Investigation

If informal resolution is unsuccessful, submit a formal complaint in writing including name, contact details, course name and dates, a clear description of the issue, and desired outcome.

Stage 3 — Appeal

If dissatisfied with the outcome, submit an appeal within 14 days of the decision stating grounds for appeal. An independent senior reviewer (not previously involved) will re-examine the case and issue a final decision within 21 days.

Record Keeping, Support and Improvement

Complaints, investigations and outcomes are retained securely for at least 3 years to support quality assurance and CPD audit trails. We make reasonable adjustments for neurodivergent learners (extended timescales, alternative formats, advocate support). Complaints are analysed quarterly to inform updates to courses, materials and delivery.