Comments, Compliments And Complaints


Comments, Compliments and Complaints Policy

  1. Policy Statement

Osburn Training Academy is committed to delivering a high quality training experience for all learners to enjoy.


We encourage and welcome all formal and informal feedback from those who attend our training so we can evaluate what we do well and what may require improvement.


Osburn Training Academy are dedicated to ensuring that any complaints, suggestions for improvement are dealt with quickly and effectively. Where praise is given this will be received with appreciation.


Osburn Training Academy is a vertically integrated company working within the same conglomerate with Complete Care Agency Ltd. Therefore Registered Manager forms part of our investigations and management structure.

Aim To listeninvestigate and seek fair resolution to any complaint received without prejudice or victimisation of the complainant.


To resolve any complaint promptly at an early informal stage.


To record all complaints, compliments and comments and outcomes in order to own the impact of the changes implemented.


Where a complaint cannot be managed informally the complainant will be asked to put their complaint into writing so it can be more formally managed.


To ensure all staff are aware of the Complaints and Appeals procedure.


  1. Informal Complaints

At the end of the course, students will be issued with an evaluation form to complete where they may make comment on the course content and delivery given by the course instructor, environment, training venue, and learning achieved.


These are all checked back in the office and analysed for anything that may fall below the expected standards. Osburn Training Academy take this seriously and work to improve anything that may have fallen below the standards expected.


You may have a minor complaint where you feel it may be better to talk to the trainer taking a private but direct approach.


If the complaint is something to do with the training room i.e heating, lighting etc. the trainer will in the first instance try to resolve the issue with the Health and Social Care Training manager. If the outcome from this is unsatisfactory then the issue will be stepped up to the Registered Manager or Managing Director, who will take further action to resolve this.


If the complaints form is being completed by the trainer it will be returned to the office where it will be logged and actioned where necessary.


If you feel, the outcome is to your satisfaction the complaint will stop there and the only documentation will be from the trainer to the office and documented.


  1. Formal Complaint

You may feel the issue is something that you do not wish to discuss with the trainer or because you were not satisfied with the solution offered by the trainer in the first instance. You should then write or email Osburn Training Academy, Health and Social Care Training Manager or Complete Care Agency Ltd Registered Manager by post or email along with any additional evidence or information. Any complaints should be made in the first instance or within 12 weeks following the incident.


If you feel that you can no longer attend the teaching sessions because of your complaint, please speak to the trainer immediately. If your complaint is with them directly, please contact the Osburn Training Academy immediately on the number below.


Please note: It is important that the trainer knows exactly where all learners are at all times during the training sessions, if you do not attend a session as planned we will make attempts to contact you to check on your wellbeing and safety.


Your complaint will be logged and you will receive a response within 5 working days explaining and resolution to resolving your complaint. An investigation will follow and a full response will be given within 10 working days. If in an exceptional case 20 working days is not a realistic time frame to resolve the issue the time frame will be revised and the complainant will be notified.


3.1       In relation to any issue being brought to our attention we will …


Investigate the complaint which may involve obtaining statements from any witnesses.


Take into consideration all the information, evidence and circumstances to come to a conclusion. We will then either take steps to make changes to avoid a similar problem arising in agreement with the complainant or dismiss the complaint as unfounded by stating the reasons why.


Any complaints or appeals will be held on our system and reviewed at quarterly meetings. If any changes, improvements or training are identified following this review, we will take the necessary steps to achieve this.


  1. Compliments

Any verbal or written compliments will be recorded by the member of receiving the compliment and be recording on the Compliments Register.

Any employee identified as being the subject or contributing to any matter giving rise to the compliment will be told as we know that employees who feel appreciated achieve better results in the workplace.

Feedback on compliments will also be acknowledged as part of the employee’s supervision and appraisal.

  1. Contacts


Jenny Brown; Health and Social Care Training Manager, Osburn Training Academy

2nd Floor, 1 Airport West, Lancaster Way, Yeadon, LS19 7ZA


Signed      03/07/2020

Review Date 03 July 2021