Complaints Policy

Shield Training Ltd is committed to delivering high-quality training and customer service. We take all complaints seriously and aim to resolve them fairly, consistently, and promptly.

1. Purpose
This policy outlines the procedure for learners, customers, and stakeholders to raise complaints regarding our services, staff, training delivery, or facilities.

2. How to Submit a Complaint
All complaints must be submitted in writing via email to:
info@shieldtraining.co.uk
Please include:
Your full name
Course name and date
A clear description of the complaint
Any supporting evidence (if applicable)
Anonymous complaints may not be investigated unless sufficient evidence is provided.

3. Acknowledgement
We will acknowledge receipt of your complaint within 3 working days of receiving it.

4. Investigation Process
The complaint will be reviewed by a senior member of staff not directly involved in the matter.
We aim to provide a full written response within 10 working days.
Where additional time is required, you will be informed.

5. Outcomes
Following investigation, we may:
Uphold the complaint
Partially uphold the complaint
Reject the complaint
You will receive a written explanation of the outcome.

6. Escalation
If you are not satisfied with the outcome, you may request a review of the decision.
Where applicable, learners may escalate their complaint to the relevant awarding organisation after exhausting our internal procedure.

7. Record Keeping
All complaints are recorded and retained in accordance with our Data Protection obligations.

8. Review of Policy
This policy is reviewed annually and updated where necessary.