Impact Factory Ltd Complaint Procedure

Complaint Procedure

We are committed to providing a high quality service to our clients from enrolment to throughout course attendance and post course support.  We value complaints and use information learnt from them to help us improve the delegates experience.  If something goes wrong or you are dissatisfied with what we are providing, please tell us – you should feel free to raise matters of concern without risk of disadvantage. All complaints will be treated in strict confidence.


What is a complaint?

We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.


What can I complain about?

You can complain about things like:

  • the quality and standard of any service we provide
  • failure to provide a service
  • the quality of our facilities or learning resources
  • unfair treatment or inappropriate behaviour by a delegate or our training staff member
  • our failure to follow an appropriate administrative process

Your complaint may involve more than one aspect of the above, or be about someone working on our behalf.


What can’t I complain about?

There are some things we can’t deal with through our complaint handling procedure.  These include:

  • a request under Freedom of Information or Data Protection legislation
  • an attempt to have a complaint reconsidered where we have already given our final decision following an investigation.

We will not normally treat information received through routine feedback mechanisms – such as responses to questionnaires – as complaints. 

If other procedures or rights of appeal may help you resolve your concerns, we will give information and advice to help you.


Who can complain?

Anyone who receives, requests or is directly affected by the services we provide, can make a complaint to us.  We encourage anyone with a complaint to approach us directly, but can accept a complaint made on your behalf (e.g. through a representative,) provided you give us your clear written authority to liaise with your representative, and provided you also give them clear authority to act on your behalf. 


How do I complain?

You can complain in person, by phone, in writing, or by email.  It is easier for us to resolve complaints if you raise them as soon as you become aware of the issue, and directly to the service concerned.  Please talk to one of our course booking managers or trainers so that they can try to resolve any problems on the spot.

When complaining, tell us:

  • your full name and address, date and course in question.
  • as much as you can about the complaint
  • what has gone wrong
  • how you would like us to resolve the matter.

Is there a time limit for making a complaint?

Normally, you must make your complaint within two weeks of:

  • the issue arising, or
  • finding out that you have a reason to complain.

In exceptional circumstances, we may be able to accept a complaint after the time limit.  If you feel that the time limit should not apply to your complaint, please tell us why.


What will happen if I complain?

Our complaint procedure has two stages:


Stage 1 – Frontline Resolution

We aim to resolve complaints quickly and close to where we provided the service.  This could mean an on-the-spot apology and explanation if something has clearly gone wrong, and immediate action to resolve the problem. Where possible, you should raise your concerns with the relevant staff member. This can be done face-to-face, by phone, in writing or by email.

We will give you our decision at Stage 1 within five working days, unless there are exceptional circumstances. 

If you are not satisfied with the response we give at this stage, we will tell you what you can do next. If you choose to, you can take your complaint to Stage 2 of the complaint procedure. You may choose to do this immediately or shortly after you get our initial decision.


Stage 2 – Complaint Investigation

Stage 2 deals with two types of complaint: those that have not been resolved at Stage 1 and those that are complex and require detailed investigation.  These type of complaints will be dealt with by our senior management. A complaint form will be provided on request, which will help you to state your complaint clearly to us. Although we will also accept complaints that are made in person or on the phone, we encourage you to complete the complaint form in the interests of clarity and in order to best assist the investigation process.  The complaint form and any supporting documents will be seen by the person investigating your complaint, by anyone named in the complaint and by relevant staff in the department(s) being complained about.

When using Stage 2 we will:

  • acknowledge receipt of your complaint within three working days and tell you who is dealing with your complaint
  • discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for
  • give you a full response to the complaint as soon as possible and within 20 working days.

If our investigation will take longer than 20 working days, we will tell you.  We will agree revised time limits with you and keep you updated on progress.


What if I’m still dissatisfied?

We are confident that a resolution can be reached internally, but in the extreme cases, after we have fully investigated, you are still dissatisfied with our decision or the way we dealt with your complaint, you can refer your complaint to the Chartered Institute of Arbitrators (CIArb) to make a decision about your complaint.

The decision taken at this stage will be final and binding on both parties we will endeavour to take the appropriate action promptly.


Retention of records

Under the Data Protection Act, personal data processed for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes. Complaints records will be kept for 12 months following the conclusion of the investigation.


This price is only available if you are paying by card or transfer at the time of booking.

If you wish to pay by Invoice you will be charged the full price.