1. Purpose

This policy outlines the formal complaints procedure for The REH Academy and ensures that all complaints are handled fairly, consistently, and wherever possible, resolved to the complainant's satisfaction.

2. Scope

This policy applies to all learners, tutors, assessors, and other stakeholders involved with The REH Academy.

3. Definition of a Complaint

A complaint is defined as an expression of dissatisfaction about any aspect of The REH Academy’s services, including but not limited to:

• Course content and delivery
• Administrative processes
• Tutor or assessor conduct
• Accessibility and support services

4. Complaints Process

4.1 Stage 1: Informal Resolution Complainants are encouraged to seek an informal resolution by discussing their concerns directly with the relevant individual or department within 10 working days of the issue arising.

4.2 Stage 2: Formal Complaint Submission

If the complaint is not resolved informally, a formal complaint must be submitted in writing to The REH Academy within 20 working days of the issue occurring. The complaint should include:

• The complainant’s name and contact details
• A clear description of the complaint
• Any supporting evidence
• The desired outcome

4.3 Stage 3: Complaint Investigation The REH Academy will acknowledge receipt of the complaint within 5 working days. A designated complaints officer will review the case, conduct an investigation if necessary, and provide a written response within 20 working days.

4.4 Stage 4: Appeal Process

If the complainant is dissatisfied with the outcome, they may request an appeal within 10 working days of receiving the response. An independent reviewer will assess the case, and a final decision will be communicated within 15 working days.

5. Confidentiality & Record Keeping

All complaints will be handled with confidentiality and in accordance with The REH Academy’s data protection policies. Records of complaints will be maintained for quality assurance and regulatory compliance.

6. Contact Information

For any queries regarding this policy, please contact The REH Academy via Email: contact@rehvolution.online