Complaints Policy & Procedure

Reviewed: 01/04/26

1. Purpose

Accelerate International Academy Ltd (AIA) is committed to delivering high-quality, safe, and inclusive online training for young people. We take complaints seriously and view them as an opportunity to improve our services.

This policy ensures that complaints are:

  • Taken seriously and handled fairly

  • Resolved promptly and transparently

  • Recorded and used to improve service delivery

  • Managed in line with safeguarding and UK regulatory expectations

2. Scope

This policy applies to:

  • Learners (including NEET young people aged 16–24)

  • Parents/carers (where applicable)

  • Staff, contractors, and volunteers

  • Partner organisations

  • Members of the public interacting with AIA

It covers complaints relating to:

  • Quality of training delivery

  • Staff conduct or professionalism

  • Safeguarding concerns (see Section 9)

  • Equality, diversity, and inclusion issues

  • Technical or access issues affecting learning

  • Administration, communication, or programme delivery

3. Definition of a Complaint

A complaint is defined as:

An expression of dissatisfaction, whether justified or not, about any aspect of AIA’s provision, services, or conduct.

This does not include:

  • Routine requests for support or clarification

  • Safeguarding disclosures (handled under safeguarding procedures, though may also trigger this policy)

4. Principles

AIA will ensure that all complaints are:

  • Accessible – easy to raise, including for vulnerable young people

  • Fair and impartial – investigated objectively

  • Confidential – handled sensitively and in line with GDPR

  • Timely – resolved within clear timeframes

  • Child-centred – prioritising the safety and wellbeing of young people

5. How to Make a Complaint

Complaints can be submitted via:

Young people will be supported to make complaints if needed.

Anonymous complaints will follow the same handling procedure, though investigation may be limited.

6. Complaints Procedure

Stage 1: Informal Resolution

  • Aim: Resolve quickly and informally

  • Timeframe: Within 5 working days

  • Action:

    • Complaint acknowledged within 2 working days

    • Staff member or facilitator attempts resolution

Stage 2: Formal Investigation

If unresolved at Stage 1 or if the complaint is serious:

  • Complaint escalated to the Designated Complaints Officer

  • Acknowledgement within 2 working days

  • Investigation includes:

    • Reviewing evidence

    • Speaking to relevant parties

    • Considering safeguarding implications

Outcome provided within 10 working days, including:

  • Findings

  • Actions taken

  • Right to escalate

This is AIA’s final internal stage.

Accelerate International Academy Ltd’s Designated Complaints Officer: Kimberley Hatherall

6. External Escalation

If the complainant remains dissatisfied, they may escalate to relevant external bodies depending on the nature of the complaint, such as:

  • Funding or commissioning local authority

  • Education funding bodies

  • Regulatory or inspection bodies

AIA will provide guidance on appropriate escalation routes.

7. Complaints Involving Staff

Where complaints relate to staff conduct:

  • May trigger disciplinary procedures

  • Will be handled confidentially

  • Outcomes may not be fully disclosed due to employment law

8. Safeguarding Concerns

If a complaint raises a safeguarding issue:

  • It will be immediately referred to the Designated Safeguarding Lead (DSL)

  • Safeguarding procedures take priority over complaints procedures

  • External agencies may be involved where required

9. Equality and Accessibility

AIA is committed to ensuring that:

  • Complaints processes are accessible to all young people

  • Reasonable adjustments are made where needed (e.g. language support, digital access)

  • No individual is disadvantaged when raising a complaint

10. Confidentiality and Data Protection

  • All complaints will be handled in line with UK GDPR

  • Information will only be shared on a need-to-know basis

  • Records will be securely stored

11. Record Keeping

AIA will maintain a Complaints Register including:

  • Nature of complaint

  • Date received and resolved

  • Actions taken

  • Outcomes

Records will be used to:

  • Identify trends

  • Improve service quality

  • Inform reporting to stakeholders

12. Monitoring and Review

This policy will be:

  • Reviewed annually or following significant changes

  • Updated in line with UK regulatory requirements and best practice

14. Responsibility

  • Overall responsibility: Director, Accelerate International Academy Ltd

  • Day-to-day management: Designated Complaints Officer

  • Safeguarding oversight: Designated Safeguarding Lead (DSL)

15. Policy Availability

This policy will be:

  • Available on AIA’s website

  • Provided to learners at onboarding

  • Accessible upon request in alternative formats