Complaints Policy

1. Purpose

InsideOut Wellness Academy is committed to providing high-quality education and to dealing with concerns fairly, promptly and transparently. This policy explains how students, prospective students and other service users can raise concerns or complaints and how the Academy will respond.

2. Principles

• Complaints will be treated seriously, respectfully and without retaliation.
• Students will not be disadvantaged academically because they have raised a complaint in good faith.
• Complaints will be handled as confidentially as reasonably possible, although information may need to be shared with relevant people in order to investigate fairly.
• Where a complaint concerns an assessment decision, the Assessment Appeals Policy should normally be used instead.
• Where a complaint raises safeguarding, discrimination, harassment or data-protection concerns, the relevant policy may also apply.

3. Informal resolution

Where appropriate, concerns should first be raised with the relevant tutor, assessor or Academy contact by email at info@insideoutwellness.academy. We will aim to resolve straightforward concerns quickly and proportionately.

4. Formal complaint

A formal complaint should be submitted in writing and should explain the issue, relevant dates or events, steps already taken and the outcome sought. Complaints should normally be raised within eight weeks of the matter arising, although later complaints may be considered where there is a reasonable explanation for delay.

5. Timescales

• Acknowledgement: normally within 2 working days.
• Stage 1 response: normally within 10 working days.
• Stage 2 review, where requested: normally within 15 working days.
• Stage 3 external verifier escalation, where requested: normally initiated within 10 working days of the Stage 2 outcome.
• If more time is required because of complexity, the Academy will explain the reason and provide an updated timescale.

6. Review and escalation

Stage 1 and Stage 2

If the complainant is dissatisfied with the Stage 1 response, they may request a Stage 2 review within 10 working days, explaining why the response is considered unsatisfactory. The review will, where reasonably practicable, be undertaken by someone who was not responsible for the original decision.

Stage 3: External Verifier

If the complainant remains dissatisfied following the Stage 2 review, they may request escalation to the relevant External Verifier (EV) within 10 working days of receiving the Stage 2 outcome. The Academy will facilitate contact with the appropriate EV and provide the information reasonably required for the review. The EV may review the complaint, the Academy's responses and relevant supporting information, and may speak with the complainant and the Academy as part of that review. Where appropriate, a meeting may be arranged and the complainant may be accompanied by a support person who is not another student on the course.

Where a complaint falls within the remit of an awarding, accrediting, professional or quality-assurance body, any further route available through that body will be explained to the complainant. The Academy will cooperate with any properly authorised external process.

7. Freedom to seek support or advice

Students may seek independent advice and support and may discuss their own experience with an appropriate support person. However, while a complaint is being investigated, students are expected not to campaign within the cohort, recruit other students to a complaint, pressure others to adopt a particular account, or circulate confidential information about the complaint or people involved. This is intended to protect other students from being drawn into a dispute and to preserve a fair investigation; it does not prevent another student who has independently experienced a similar issue from raising their own concern or complaint. Nothing in this policy limits statutory rights, access to regulators, legal advice, protected disclosures or reports to appropriate authorities.

8. Records and data protection

Complaint records will be retained only for as long as reasonably necessary in line with the Academy's Privacy Policy and retention arrangements. Access will be limited to those who need the information for investigation, governance, legal or regulatory purposes.

9. Unreasonable or abusive conduct

The Academy may set reasonable boundaries where communication becomes abusive, threatening, persistently repetitive or substantially obstructs the complaints process. Any restrictions will be proportionate and will not be used to prevent a genuine complaint from being considered.