At A Glance:
This policy explains how learners, clients, and visitors can raise a concern or formal complaint about Chris Garland Training services. It outlines our informal resolution steps, formal investigation timelines, and escalation routes to Awarding Organisations or Ofqual. We acknowledge complaints promptly and aim to provide a full written response within 20 working days.
Complaints Policy
Approved by Chris Garland, Director | Last reviewed: August 2026
Purpose
We aim to deliver high-quality training and customer service every day. This policy explains how learners, clients, and visitors can raise a complaint with Forest Skills Ltd (trading as Chris Garland Training), and how our team will handle it.
How to Raise a Complaint
Informal Concerns
First, raise any concerns informally with your trainer, assessor, or the Director. We resolve most issues quickly through an open, straightforward conversation at the time of your course.
Formal Complaints
If we cannot resolve your concern informally, you can submit a formal complaint in writing. Send an email or letter to the Director, setting out the issue clearly and explaining your ideal outcome.
Our Complaints Process
We handle all formal complaints fairly, thoroughly, and confidentially. Here is how our investigation process works:
- We acknowledge receipt of your formal complaint promptly
- We investigate the matter impartially
- We provide a full written response, normally within 20 working days
If we need extra time to investigate complex issues, we will keep you updated on our progress.
Escalating Your Complaint
If you feel unhappy with our written decision and your course leads to a regulated qualification, you can escalate your complaint to the relevant Awarding Organisation. Then, if your concern remains unresolved, you can contact Ofqual (the qualifications regulator in England).
Record Keeping & Privacy
We securely record all complaints and outcomes to help improve our courses and services. We handle all personal details in line with our privacy policy and UK data protection laws.