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Complaints Policy

 

 

Restart Ready Training Ltd

 

Last updated: 14/12/2025

 

Restart Ready Training Ltd is committed to delivering high-quality training and services. We value feedback and take complaints seriously as an opportunity to improve our provision.

 

This policy explains how individuals and organisations can raise concerns or complaints and how these will be handled fairly, promptly, and confidentially.

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1. Who Can Make a Complaint

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A complaint may be made by:

 

  • Learners or participants

  • Staff or tutors

  • Referral partners or organisations

  • Members of the public

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2. What Can Be Complained About

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Complaints may relate to:

 

  • Quality of training or delivery

  • Staff conduct or professionalism

  • Health and safety concerns

  • Equality, diversity, or inclusion issues

  • Safeguarding concerns (where appropriate)

  • Administration or communication

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Safeguarding concerns should be reported immediately in line with our Safeguarding Policy.

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3. How to Make a Complaint

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Complaints should be submitted in one of the following ways:

 

      Highfield House

      Congleton Road

      Stoke on Trent

      ST7 3SY

Where possible, complaints should include:

 

  • Name and contact details

  • Details of the complaint

  • Dates, times, and any relevant evidence

  • Desired outcome (if applicable)

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4. Informal Resolution

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Where appropriate, we encourage concerns to be raised informally in the first instance. Many issues can be resolved quickly through discussion with a tutor or member of staff.

 

If informal resolution is not possible or appropriate, a formal complaint may be submitted.

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5. Formal Complaints Procedure

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Stage 1 – Acknowledgement

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  • All formal complaints will be acknowledged within 5 working days.

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Stage 2 – Investigation

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  • The complaint will be reviewed by a senior member of staff or management.

  • Relevant information and evidence will be considered.

  • Confidentiality will be maintained throughout the process.

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Stage 3 – Outcome

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  • A written response will be provided within 20 working days, outlining:

    • Findings

    • Any actions taken

    • Any recommendations or improvements

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If additional time is required, the complainant will be informed.

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6. Escalation

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If the complainant is not satisfied with the outcome, they may request a review by company management. The decision following the review will be final.

 

Where appropriate, complainants may also raise concerns with relevant external bodies or referral organisations.

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7. Confidentiality and Fairness

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Restart Ready Training Ltd:

 

  • Treats complaints confidentially

  • Ensures complaints are handled fairly and without bias

  • Will not disadvantage anyone for raising a genuine concern

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8. Monitoring and Improvement

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We:

 

  • Record complaints and outcomes

  • Use feedback to improve services and procedures

  • Review complaint trends to identify areas for improvement

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9. Policy Review

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This Complaints Policy is reviewed regularly to ensure it remains effective and up to date.

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10. Contact Information

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For complaints or feedback, please contact:

 

Restart Ready Training Ltd

Email: hello@restart-ready-training.com

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Restart Ready Training Ltd is committed to handling complaints fairly, transparently, and professionally.

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