Complaints Policy & Procedure
We are committed to providing a quality service for our learners and working in an open and accountable way that builds trust and respect. We aim to respond positively to any complaint and work with the complainant to reach a satisfactory conclusion. We recognise that many concerns can be dealt with quickly.
Our aims are to:
- resolve informal concerns quickly
- keep matters low-key
- enable mediation between the complainant and the individual to whom the complaint has been referred.
The learner is required to:
- Describe the issue in writing to the person concerned
- Record all communications regarding the issue.
An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
If the learner is unsatisfied with the conclusion and chooses to raise a formal complaint, we will ensure that:
- making a formal complaint is as easy as possible;
- we deal with all complaints promptly, politely and, when appropriate, confidentially;
- we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
- we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.
The learner is required to:
- Submit a written complaint to enquiries@cureocity.in within 7 days of the issue arising, explain the problem clearly and fully.
- Provide named and dated evidence, including communications that took place if you first raised the issue informally.
We will:
- Acknowledge the complaint in writing within 48 hours of receipt.
- Respond within 10 days of acknowledgement.
- Take action where appropriate.
It is important to ensure that a solution is reached at this point as if the complaints process is not successful in resolving the issue, the learner will be directed to our accrediting body, PD:Approval, to undertake their complaints process. PD:Approval will then investigate the complaint in partnership with REPS India which may incur fees or affect our continuing accreditation.