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Complaints and Appeals Procedure

1     Infringements

  1. A complaint can be registered when a learner is unsatisfied with any aspect of the programme, and consider that this occurrence has directly contributed to him/her being unable to achieve his /her outcomes. Specifically as a result of
    • A trainer apparently infringing the Code of Conduct
    • A fellow learner behaving improperly.

2     Procedure

  1.  If the complaint is not immediately resolved, then the learner needs to take the complaint directly and without delay to the Lead Tutor, who will determine whether or not the complaint would usefully become formal.
  2. The learner first registers his/her complaint with the trainer concerned, or in the instance of a complaint against a fellow student, with the trainer of that group.
    • All formal complaints need to be submitted in writing,
    • Verbal informal complaints will be pursued informally, but actions will not be recorded.
  3. If the complaint involves the actions of the Lead Tutor, then the complainant contacts the Vice Chair.
  4. If a formal complaint, then the learner registers his/her complaint in writing outlining which part of the Company’s Code of Conduct has been breached.
  5. The complainant will meet again with the Lead Tutor and another member of the Board, the concerns aired and his/her desired outcomes established. He or she can invite a fellow student to attend.
    • A complaint will be supported if these outcomes are deemed to be realistic, feasible and ecological within the situation operating at that time.
    • If the learner’s outcomes meet these conditions, then both parties will contract to take identified actions.
    • If the trainer has been deemed to have infringed the Code of Conduct, he or she will enter the Disciplinary Procedure
  6. If outcomes do not meet the conditions, and the Company is unable to address the learner’s needs, then the Company will agree to refund a proportion of the fees, and the learner opts to leave the programme.
  7. If the issues continue, then the learner can request a second meeting and register his/her dissatisfaction and provide evidence of the Company’s shortcomings, in the presence of the full Board. If both parties acknowledge the evidence, then the learner will receive a full refund and leave the programme through mutual agreement.
  8. Should the learner provide a third formal complaint, and all procedures have been followed, then he or she will be invited to leave the programme irrespective of the outcome of the investigation.
  9. Persistent complaints from an individual may regarded as detrimental behaviour and the participant is asked to withdraw from the programme.
  10. If the learner presents a different complaint at a later date, then it is regarded as a new complaint.
  11. In the unlikely event that there is disagreement regarding the decision arrived at concerning the evidence, then the Company will invite the learner to put his/her complaint forward to NLPtCA, who will then process this complaint through its own Complaints Procedure.

3     Appeals

  1. The learner and trainer individually have the right to appeal against the judgement of the Lead Tutor and Vice Chair.
  2. Appeal will be made to the other non involved Directors who will review all the recorded materials pertinent to the case.
  3. The appellant Is invited for interview to state his/her case and desired outcomes, within the context of the recorded case notes.
  4. If new information is introduced at this point, then the Panel will take time to consider its implications and invite those involved previously to provide comment.
  5. A date will be set for the formal decision to be announced to the appellant. If the outcome finds in favour of the learner or trainer, costs will be offered to meet expenses.
  6. If this outcome is not acceptable, then the appellant is at liberty to take the matter further with NLPtCA or The Professional Guild of NLP.