Complaints Policy

Complaints Policy
Inclusion Junction recognises the importance of feedback from participants and welcomes complaints as a valuable way of improving the quality of our services. This policy outlines the formal complaints procedure and is intended to ensure that all complaints are handled fairly, consistently, and wherever possible resolved to the complainant's satisfaction.
A complaint may relate to delay, lack of response, discourtesy, failure to deliver as agreed, or the standard of a training service received.
Policy Statement
Inclusion Junction is committed to:
Treating all complaints seriously and responding promptly
Handling complaints in a fair, consistent, and confidential manner
Using complaints as an opportunity to improve our services
Ensuring that making a complaint will never result in a poorer service to the complainant
Please let us know if:
You think we have done something wrong
We have not done something we said we would do
You are not satisfied with a training service or element of delivery
Anonymous Complaints
We understand it may feel difficult to raise a complaint. Please be assured that all complaints are treated in the strictest confidence and that it is your right to complain without fear of any negative consequence. If you do not provide contact details, it will not be possible to respond to you with the outcome of any investigation.
Complaints Procedure
Stage 1 - Informal Resolution
In the first instance, please raise your concern directly with Rani Dhanda, Director of Inclusion Junction, as soon as possible and within 48 hours of the issue occurring. We aim to resolve concerns quickly and informally wherever possible. If a resolution is reached at this stage, the complaint will be documented and filed for record-keeping purposes.
Stage 2 - Formal Complaint
If you feel unable to raise your concern informally, or if the matter has not been resolved to your satisfaction at Stage 1, you may submit a formal written complaint. Please send your complaint to:
Email: rani.dhanda@inclusionjunction.com
Website: inclusionjunction.com
Your written complaint should include: your name and contact details, the nature of the complaint, when the issue occurred, and any supporting information you wish to be considered.
Inclusion Junction will acknowledge receipt of your complaint within three working days. A full written response will be provided within 20 working days of receipt. Where this is not possible, you will be kept informed of progress.
Stage 3 - Escalation
If you remain dissatisfied following the formal response, you may escalate your complaint to the relevant CPD accreditation body. Details will be provided on request.
Where a complaint relates to an assessment or CPD certification decision, the process outlined in the Inclusion Junction Appeals Policy should be followed.
Confidentiality
All complaints will be treated as confidential and discussed only with those directly involved in the matter. Records of all complaints will be maintained securely and made available to relevant parties on request.
Policy Approval
Approved by: Rani Dhanda, Director, Inclusion Junction
Review date: April 2027
Contact: rani.dhanda@inclusionjunction.com | inclusionjunction.com