How We Handle Your Complaint

Learnaboutgmp operates a two-stage complaints handling procedure.
Following our Complaints Procedure, our aim is to always resolve Complaints to your satisfaction at Level One without further recourse to Level Two. If you are not satisfied at the end of Level One, you may escalate your Complaint to Level Two.

Level One:

  1. Upon receipt of your Complaint, the Student Services Officer will log the Complaint in our complaints handling system and will acknowledge receipt of it in writing within five business days, giving you a Complaint Reference.
  2. When we acknowledge receipt of your Complaint we will also provide details of your Complaint Handler. This may be the Student Services Officer to whom your original Complaint was directed (as above) or your Complaint may be assigned to another appropriate member of our team.
  3. If your Complaint relates to a specific employee, consultant, agent, or subcontractor, that person will be informed of your Complaint and given a fair and reasonable opportunity to respond. Any communication between you and the employee, consultant, agent, or subcontractor in question should take place only via the Complaint Handler and we respectfully ask that you do not contact the employee, consultant, agent, or subcontractor in question directly concerning the Complaint while we are working to resolve it.
  4. If we require any further information or evidence from you, the Complaint Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.
  5. We aim to resolve Level One Complaints within 25 business days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it. 6. At the conclusion of the Level One complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. You will also be reminded of your right to appeal our decision and escalate the complaint to Level Two in the form of an Appeal.

Level Two:

  1. If you are not satisfied with the resolution of your complaint at Level One, you may appeal the decision within ten business days, and have the complaint escalated to Level Two. Appeals are handled by the Chief Quality Officer.
  2. Appeals, quoting your original Complaint Reference, should be directed to your original Complaint Handler who will forward the request to an appropriate Appeal Handler. Receipt of Appeals will be acknowledged in writing within five business days. When we acknowledge receipt of your Appeal we will also provide details of your Appeal Handler.
  3. If your Complaint relates to a specific employee, consultant, agent, or subcontractor, that person will be informed of your Appeal and given a further opportunity to respond. Any communication between you and the employee, consultant, agent, or subcontractor in question should take place only via the Appeal Handler and we respectfully ask that you do not contact the employee, consultant, agent, or subcontractor in question directly concerning the Complaint while we are working to resolve it.
  4. We aim to resolve Level Two Complaints within 25 business days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.

At the conclusion of the Level Two procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. Our decision at this stage is final.

Confidentiality and Data Protection

All Complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those employees [agents] [subcontractors] of Learnaboutgmp who need to know in
order to handle your Complaint.

We may ask for your permission to use details of your Complaint (with your personal details removed) for internal training and quality improvement purposes. If you have given such permission, you may revoke it at any time by contacting support@learnaboutgmp.com, whose details are provided above
in Section 4.1.

All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of the Data Protection Act 1998 and your rights under that Act.

Questions and Further Information

If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please contact support@learnaboutgmp.com

Click here to download our complaints form.