We would rather hear it
Complaints make training providers better, and handling them well is part of the governance we teach.
How to complain
Email complaints@yourdomain or write to either training centre, ideally within 3 months of the issue. Tell us what happened, when, and what outcome would put it right.
What happens
- We acknowledge your complaint within 2 working days and name the person handling it.
- We investigate. Records are reviewed, the people involved are spoken to, and we may contact you for more detail.
- You receive a response within 15 working days with findings, decision and any remedy. Complex clinical matters may need longer; we will tell you and keep you updated.
- If you are still unhappy, the complaint goes to the Institute director for final internal review within a further 10 working days.
Beyond us
Clinical concerns about a registered professional may also be raised with their regulator (GMC, GDC, NMC, GPhC). Qualification-related complaints can be escalated to the relevant awarding body (their procedures are published). Nothing in this policy limits your legal rights.
Learning loop
Anonymised complaint themes are reviewed quarterly by faculty and feed directly into course and clinic improvements. It is the same audit habit we teach in the governance curriculum.