Complaints Policy
Company Policies
Nicholas Hill Academy Ltd strives to deliver an exceptional client and participant experience, and complaints are extremely rare. However, we recognise that honest feedback strengthens our Products and reinforces our commitment to quality. This policy ensures every concern is welcomed, handled fairly, and resolved with transparency. By providing clear routes to raise issues and responding promptly, we protect our reputation for high standards and support our vision of a trusted, learner-centred academy focused on continuous improvement.
Definitions
- Company: means Nicholas Hill Academy Ltd of which company number 6613294.
- Client: means a Company client or a user of the Products.
- Participant: means a participant of Company courses, programmes, workshops, seminars, keynotes.
- Product: means a Company product or service supplied, including those chargeable, complimentary, digital, and physical
Purpose
Recommendations
Complaint Filing
The Company will file all written Client and Participant complaints. The Company will create a written record should Clients and Participants make a complaint by telephone or in person. Clients and Participants can file a complaint as follows:
- in person
- through a member of Company staff
- through an advocate or representative
- by telephone
- by letter
- by email
Direct Complaints
Anyone adversely affected by the Products can make a complaint. The Company aims to handle complaints quickly, fairly, and honestly. The Company takes all complaints seriously and uses valuable information from investigations to help it improve the Products. The Company treats all complaints in confidence and aims to continue providing Clients and Participants with uninterrupted Products.
Indirect Complaints
If Clients and Participants are unable to make a complaint and do not know someone within their organisation who can act for them, the Company will be happy to receive correspondence from a nominated individual. Third parties can file a complaint on behalf of a Client and Participant if they:
- have died
- cannot make a complaint themselves, or
- have given Clients and Participants consent to act on their behalf
Anonymous Complaints
The Company deals with anonymous complaints under the above procedure; however, it is better if Clients and Participants can provide contact details so the Company can inform them of the outcome following the investigation.
Handling Complaints
Upon receipt of a complaint, the Company managing director will investigate and send an acknowledgement within five working days. The Company will keep Clients and Participants informed about the progress of the investigation. The Company aims to thoroughly investigate complaints within 20 working days unless it agrees to a different time scale.
When the Company has finished investigating, the Company will discuss the outcome and write to Clients and Participants with the following:
- details of the findings
- any action the Company has taken; and
- Company proposals to resolve Client and Participant complaints
Time Limits
The Company requests that Clients and Participants file complaints within 30 days of an incident. After that, the Company will be unable to investigate properly. However, the Company will consider whether Clients and Participants had a good reason for not making the complaint sooner and whether it is still possible to investigate it fairly and honestly.
Queries
If Clients and Participants have queries regarding this policy, they can contact the Company by emailing www.nicholashill.com/contact, calling +44 (0)345 678 9900, or writing to:
Managing Director
Nicholas Hill Academy Ltd
The Mount
72 Paris Street
Exeter
Devon
EX1 2JY
England
United Kingdom