TMA Complaints Policy
At TMA, we are committed to providing our learners with the highest standard of training and support. We aim to deliver a positive and rewarding learning experience for all. However, we acknowledge that, despite our best efforts, there may be times when a learner or service user feels that the level or quality of service has not met expectations.
What is a complaint?
A complaint is defined as an expression of dissatisfaction about actions taken, or a lack of action, in relation to the standard of service provided.
We aim to resolve any concerns or issues informally and as promptly as possible. In the first instance, we encourage you to raise your concern directly with the staff member involved.
If your concern cannot be resolved informally, or if you remain dissatisfied with the outcome, you may proceed with the formal complaints process as outlined below.
Formal Complaints Procedure
If the complaint relates to any aspect of TMA’s training services, it should be submitted—either in person, or via email or letter—to:
Training Manager
The Management Academy Ltd.
Mill House, Aynho
Oxon OX17 3AY
You will receive written acknowledgment of your complaint within 2 working days.
If the complaint concerns the Training Manager, it should be addressed to:
Chief Executive
The Management Academy Ltd.
Mill House, Aynho
Oxon OX17 3AY
At this, and any subsequent stage, the complainant may be accompanied or supported by a friend (but not a legal representative).
If the complaint relates to any other TMA service, it should be directed—either in person, or by telephone, letter, or email—to the Chief Executive, as above. Again, the complaint will be acknowledged in writing within 2 working days.
On Receipt of the Complaint
The Chief Executive will investigate the circumstances of the complaint and communicate the findings to the complainant within a reasonable timeframe—normally within 5 working days of receiving the complaint. Where a complaint is upheld, appropriate action will be agreed with the complainant.
Making an Appeal
If you are dissatisfied with the outcome of your complaint, you have the right to appeal. Appeals must be submitted in writing to the Chief Executive within 10 working days of receiving the complaint outcome. Your appeal should clearly outline the reasons for appeal and include any additional supporting evidence.
A senior member of staff not previously involved in the case will review the appeal and respond in writing within 10 working days of receipt. The outcome of this appeal will be final.
Updated: July 2024. Reviewed annually.
