Learner Complaint Policy

Learner Complaint Policy

AM Training Ltd encourages learners’ feedback and takes suggestions for improvement seriously, continuously striving to improve the service that it delivers. 

Learners wishing to make a comment or suggestion about Centre services, either academic or non-academic, can do so informally at any point of service delivery by speaking with their course tutor and this open dialogue is welcomed. 

If learners feel dissatisfied they should feel free to make an informal or formal complaint.

A complaint is an expression of dissatisfaction concerning AM Training product or service and is categorised as:  

An informal complaint procedure for minor matters that one can often be resolved on the spot or the 

A formal complaints procedure where the informal approach does not work, or the complaint is of more serious nature. 

AM Training take all complaints extremely seriously and all staff are trained and committed to rectify any problem as soon as it is brought to their attention. 

It is recognised that a customer who has a complaint dealt with to their complete satisfaction is likely to become a repeat customer.  Therefore we ask that if you are dissatisfied with the service you have received that you bring this to our attention as soon as possible by speaking to your course tutor in the first instance. 

Should this fail to provide you with a satisfactory resolution, or you feel it is inappropriate to address your complaint to the course tutor, then please contact one of the following:

When you contact us, please give us your full name, contact details, and include a daytime telephone number along with:

• A full description of your complaint (including the subject matter and dates and times if known);
• Any names of the people you have dealt with so far; and
• Copies of any papers or letters to do with the complaint.

AM Training ask that you raise your complaint as soon as possible after the event so that we have the opportunity to investigate fully. We will acknowledge your complaint within five working days. 

The Head of Education and Training will then investigate your complaint and respond to you within ten working days.

Escalating your initial complaint if you remain dissatisfied 

In the unlikely event that you remain unhappy after your complaint has been investigated and a decision reached then you may escalate your complaint to our Managing Director – Jamie Pell.  Please include any further items for consideration and state clearly why you remain unhappy with the decision taken so far.  The Operations Director will investigate in full and respond to you within 10 working days. 

The Operations Director can be contacted on:

This will be the final route of escalation within our company.  Therefore, if you remain unhappy after following our own internal complaints procedure and your complaint refers to services you have received relating to your course and achieving your qualification then please contact the Awarding Organisation directly.  The Awarding Organisation is Highfield Qualifications and their complaints policy can be located on their website: https://www.highfieldqualifications.com 

Alternatively, please speak to the Highfield Qualifications team on 01302 363277.

Should you address your complaint to Highfield Qualifications and remain unhappy with the outcome you may then raise your complaint to the relevant qualification regulator.  Either a representative of AM Training or Highfield Qualifications will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details.

*The following list of Qualification Regulators are provided as additional guidance:

• OFQUAL for RQF Qualifications in England 

If you have any queries about the contents of this policy, please contact the Operations Director Lucy Gladstone directly on 01642 551883 or email lucy.gladstone@trainingltd.com