Complaints Policy

Purpose
This policy explains how learners, staff and partners can raise complaints and how Titan Security & Training Ltd will respond. Our aim is to provide a clear, fair and timely process that protects the integrity of regulated qualifications and uses feedback to drive continuous improvement.

Scope
This policy applies to:
Learners
Staff, tutors, assessors and IQAs
Administrative staff and contractors
Employer and partner organisations
Policy statement

All complaints will be handled courteously, impartially and without prejudice. We aim to resolve concerns at the earliest possible stage and to communicate clearly with all parties throughout.

Responsibilities
Director – overall responsibility and final decision at centre level.
Centre Manager – manages the complaints process and log, allocates investigations and reports serious issues to the Director and, where required, the awarding organisation.
All staff – cooperate fully with investigations and maintain professionalism at all times.

Procedure and timescales

1. Informal resolution
Raise the issue with a relevant member of staff in the first instance.
We aim to resolve informal concerns within 5 working days.

2. Formal complaint
If not resolved, submit a written complaint to the Centre Manager within 10 working days of the issue.
We will acknowledge the complaint within 3 working days and aim to provide a written response within 15 working days.

3. Appeal at centre level
If you remain dissatisfied, you may appeal in writing to the Director within 10 working days of the outcome.
The Director will review the case and issue a final centre-level response within 15 working days.

4. Escalation to awarding organisation
For regulated qualifications, if you are still dissatisfied after the centre process is complete, you may raise the matter with the relevant awarding organisation, following their complaints / appeals policy.

Confidentiality and records
Complaints are handled in line with our Privacy Policy. Records of complaints and outcomes are kept securely for at least 3 years and are available to External Quality Assurers (EQAs) on request.

Monitoring and review
Complaints data is reviewed at least annually to identify themes, risks and opportunities to improve our services and learner experience.