TMA aims to provide its students with the best possible learning experience and service. However, we recognise that it is possible, despite our best efforts, that there might be occasions when students may feel that the quality or level of service provided falls short of what might be reasonably expected.
What is a complaint?
A complaint may be defined as ‘an expression of dissatisfaction about actions taken or a lack of action’.
We would expect to resolve any day-to-day difficulties or complaints informally and as quickly as possible. In the first instance we would expect you to raise your concern directly with the member of staff concerned. The more formal procedure outlined below is intended for use by students and any other users of our services, where informal communication has not resolved the problem.
If an informal conversation has not satisfactorily resolved the issue that you have raised, this is what you should do:
If the complaint is about any aspect of TMA’s training services, the complaint should be made either in person, or by telephone, email or letter to: Training Manager, The Management Academy Ltd, Mill House, Aynho, Oxon, OX17 3AY. The Training Manager will acknowledge, in writing within 2 working days, the receipt of any complaint.
If the complaint is about the Training Manager the complaint should be addressed to: Andrew Langdale, CEO, 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 is about any other of TMA’s services, the complaint should be made either in person, or by telephone, letter or email to the Chief Executive, as above who will acknowledge, in writing within 2 working days, the receipt of any complaint. At this, and any subsequent stage, the complainant may be accompanied or supported by a friend, but not a legal representative.
On receipt of the complaint:
The Chief Executive will investigate the circumstances leading to the complaint and will communicate the results of the investigation to the complainant within a reasonable time – normally within 5 working days of the complaint being received. If the complaint is found to be justified, the Chief Executive will agree any necessary further action with the complainant.
Updated: July 2021. Reviewed annually.