Equal Adventure will deal with complaints in a serious and positive manner.
Should a course student wish to make a complaint, s/he must:
- Speak to the member of staff concerned/in charge of the matter concerning the complaint.
- Speak to another member of staff on the course (where applicable).
- Contact the complaints administrator at Equal Adventure.
Should an assessment candidate wish to make a complaint, s/he:
- Speak to their assessor.
- Speak to the chief assessor (if a different person).
- Speak to the internal verifier (where available).
- Contact the complaints administrator at Equal Adventure.
The complaints administrator can be contacted by any of the following methods:
- Telephone: 01479 861200
- Email: training@ equal adventure.org
- 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:
- A written acknowledgement (email or post) will be sent to the student/candidate within 2 working days of receipt of the written complaint
- The complaint will be fully investigated
- A written response will be sent (by email or post) within 10 working days
- 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.