At Training Link, we’re committed to providing high-quality support and a professional distance learning experience. If something goes wrong, we want to know about it so we can put things right and improve our services.

Scope of the Policy

This policy applies to all active students enrolled on a Training Link course. It covers complaints regarding course delivery, tutor support, administrative services, and staff conduct.

Policy Principles

• All complaints are treated confidentially, fairly, and without prejudice.
• You won’t be disadvantaged for raising a genuine concern.
• We aim to resolve issues as quickly and informally as possible at the earliest stage.
• Complaints must be raised sequentially, starting at Stage 1.

Stage 1: Informal Resolution

Most day-to-day queries or misunderstandings can be resolved quickly through direct communication.

• Who to contact: If your concern relates to academic feedback or tutor support, contact your allocated tutor directly. For non-academic or administrative matters, contact Student Services.
• Timeframe for raising: Please raise your concern as soon as possible, and no later than 5 working days after the event occurred.
• Response timeframe: We’ll aim to respond as soon as reasonably possible, or within 2 working days.

Stage 2: Formal Complaint

If your concern cannot be resolved informally at Stage 1, or if the matter is too serious for informal resolution, you can submit a formal complaint.

• How to submit: Email Student Services (studentservices@training-link.co.uk) with the subject line “Formal Complaint”.
• Required details: To help us investigate efficiently, your email must include:
  • Your full name.
  • Your course and level of study.
  • The name of any staff member or tutor involved (if applicable).
  • A clear description of the issue, including relevant dates and any supporting evidence (e.g., email threads).
  • What outcome you’re seeking to resolve the matter.
• Acknowledgement: Student Services will acknowledge receipt of your formal complaint within 1 working day.
• Investigation & Response: Student Services will review all relevant correspondence, system logs, and staff notes. Once investigated, you’ll receive a full written response within 10 working days.
• If an investigation requires additional time due to exceptional circumstances (such as gathering records from external parties), we’ll notify you before the 10 days expire and provide a revised outcome date.

Stage 3: Senior Management Review & Final Decision

If you reasonably feel your complaint has not been satisfactorily resolved at Stage 2, you may request an escalation to Senior Management.

• How to escalate: Reply to the Stage 2 outcome email requesting an escalation, clearly stating why you believe the Stage 2 resolution was inadequate.
• Timeframe to request: Requests for Stage 3 escalation must be made within 5 working days of receiving the Stage 2 written outcome.
• Review process: Your file and the Stage 2 investigation will be escalated to the Senior Partner and Business Owner for an independent review.
• Acknowledgement: Receipt of your escalation request will be acknowledged within 1 working day.
• Final Response: The Senior Partner will conduct a review and issue a final written decision within 10 working days of receiving your request. This decision represents Training Link’s final internal stance.

External Escalation

Awarding bodies will only consider a complaint after Training Link’s internal 3-stage process has been completely exhausted.

If you have completed Stage 3 and remain dissatisfied with the final outcome regarding your course, tuition, or service delivery, you may escalate your complaint to your respective awarding body. Guidance and contact details for external escalations can be found directly on the awarding body’s website.

This policy will be monitored on an ongoing basis to ensure its effectiveness and will be reviewed annually or sooner if necessary.