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Training Complaints Procedure

Equal Adventure will deal with complaints in a serious and positive manner.
Should a course student wish to make a complaint, s/he must:

  1. Speak to the member of staff concerned/in charge of the matter concerning the complaint.
  2. Speak to another member of staff on the course (where applicable).
  3. Contact the complaints administrator at Equal Adventure.

Should an assessment candidate wish to make a complaint, s/he:

  1. Speak to their assessor.
  2. Speak to the chief assessor (if a different person).
  3. Speak to the internal verifier (where available).
  4. Contact the complaints administrator at Equal Adventure.

The complaints administrator can be contacted by any of the following methods:

  1. Telephone: 01479 861200
  2. Email: training@ equal adventure.org
  3. Address: The Old Dairy, Woodlands Industrial Estate, Woodlands Terrace, Grantown on Spey, Morayshire, PH26 3NA

If a complaint is made verbally it must be followed up in writing (email or post) within 7 working days. Equal Adventure will then start the following procedure:

  1. A written acknowledgement (email or post) will be sent to the student/candidate within 2 working days of receipt of the written complaint
  2. The complaint will be fully investigated
  3. A written response will be sent (by email or post) within 10 working days
  4. Confidentiality will be respected as far as is possible.

Every effort will be made to resolve the complaint in an amicable manner, to the satisfaction of all parties. Where a complaint is successfully upheld, immediate action will be taken to prevent a repeat. Information relating to this action will remain confidential within Equal Adventure, unless for health and safety reasons it is necessary to involve the complainant.