Policy statement
iSales Academy is committed to the continuous improvement of its services and to monitoring the standard of its provision. iSales Academy, therefore, welcomes and encourages comments, observations, and feedback about the quality of services from learner’s, parents/carers, employers, visitors, and all other members of the community.
iSales Academy will treat all complaints seriously, fairly, efficiently, and deal with them positively and with respect.
We would also like to hear from you if you have any other comments or compliments about a service, you have been provided.

Informal complaint handling
In the first instance, you should talk to a member of staff about your concerns. Many problems are resolved informally by talking about the issue that you have raised.
You should try to tell us what is wrong as soon as possible so that iSales Academy can look into the matter and investigate in a timely manner.

Making a formal complaint
If you wish to make a formal complaint, in the first instance you should request and complete the
complaints form and send it to info@isalesacademy.co.uk

On receipt of a complaint, we will:
1. Acknowledge the complaint within 3 working days of receipt. We will aim to resolve your complaint within this timeframe but, this might not be possible if the complaint is complex, or we are unable to speak with relevant persons.
2. We will investigate the complaint to include talking to all relevant people.
3. We will provide a response confirming the actions taken in writing. If required, a meeting will be arranged to ensure you are happy with the outcome/resolution.
4. If you are not satisfied, you have the right to appeal to the Managing Director. You should appeal in writing within 5 working days of receiving notification, specifying your reasons.
5. Upon receipt of an appeal, the Managing Director will respond in writing. The decision of the Managing Director is final. You will be informed of further escalation paths and provided with the relevant contact details of external organisations. For example, for apprenticeships this will be via the Department of Education.

Record keeping
All records of complaints are kept confidentially for a minimum of three years. The Managing Director will ensure that a summary confirming the nature of complaints is reported when requested by any external organisations for scrutiny. iSales Academy will treat each complaint separately and will not re-visit complaints which have been closed to the satisfaction of the complainant and iSales Academy.

Monitoring
iSales Academy is committed to ensuring improved access to all. To that end, iSales monitors complaints in terms of race, gender and disability. In addition, to extend meaningful analysis to other groups of people, iSales actively promotes and encourages a culture of disclosure.

Training
iSales Academy will provide training and development or adapt working practices, as appropriate, in order to learn from complaints and to improve the quality of provision.

Review of the policy
This policy is reviewed fully at least annually.
Version last updated June 2025.