Complaints Policy

1. Policy statement

Evolve and Inspire Solutions Ltd (the Company, we, us, our) is committed to providing high-quality professional training in NLP (Neuro-Linguistic Programming), Coaching and Hypnotherapy.

We welcome feedback and take complaints seriously. We aim to handle complaints fairly, transparently and promptly, and to learn from complaints to improve our services.

We aim to:

Resolve complaints quickly and effectively
Treat all complainants with respect and fairness
Maintain confidentiality where appropriate
Provide clear routes for escalation if a complainant is dissatisfied

2. Scope

This policy applies to complaints from:

Students/learners/delegates on our training programmes
Prospective students and members of the public who interact with us
Sponsors/payers (where relevant)

This policy covers complaints about:

Training delivery (including online delivery)
Customer service and communications
Course materials and learning resources
Administrative processes (booking, scheduling, access)
Staff/trainer conduct (in relation to service delivery)
Refund/cancellation handling (process and fairness)

This policy does not cover:

Safeguarding concerns (handled under our Safeguarding Policy and must be reported immediately)
Data protection complaints (handled under our Privacy & Data Protection Policy)
Appeals against assessment decisions (handled under our Assessment & Appeals Policy)
Employment grievances (not applicable for students; handled separately if relevant)

3. Definitions

Complaint: An expression of dissatisfaction about our services, actions or lack of action that requires a response.
Informal concern: A minor issue that can be resolved quickly through discussion without a formal investigation.
Formal complaint: A complaint requiring investigation and a written outcome.
Complainant: The person making the complaint.
Respondent: The person the complaint is about.

4. Legal and regulatory framework

This policy is informed by:

Consumer Rights Act 2015 (services must be provided with reasonable care and skill)
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (distance selling and cancellation rights)
Equality Act 2010 (accessibility and non-discrimination)
UK GDPR and Data Protection Act 2018 (handling personal data and confidentiality)

5. Roles and responsibilities

5.1 Complaints Officer

Complaints Officer / Centre Coordinator: Barbara HM Bochenek

Email: info@evolveandinspiresolutions.com
Phone: 07843785547

Post: 167–169 Great Portland Street, 5th Floor, London, W1W 5PF

Responsibilities:

Act as first point of contact for formal complaints
Coordinate investigations and responses
Keep a complaints log and records
Identify trends and implement improvements

Because the Company is led by a sole director, we will take proportionate steps to ensure fairness. Where appropriate (for example, where a complaint is about the Complaints Officer directly), we may:

Ask an independent trainer/associate to review the complaint, and/or
Seek independent advice on process

6. Principles of complaints handling

We will handle complaints in line with these principles:

Accessibility: Clear process and multiple ways to complain
Fairness: Evidence-based decisions; opportunity for both sides to be heard
Transparency: Clear timescales and clear reasons for decisions
Timeliness: Prompt acknowledgement and response
Confidentiality: Information shared on a need-to-know basis
Learning: We use complaints to improve

7. Informal resolution (Stage 1)

7.1 How to raise an informal concern

You can raise an informal concern by:

Speaking to your trainer during a session (where appropriate), and/or
Emailing or calling us using the contact details in Section 5

7.2 Timescales

We aim to acknowledge informal concerns within 2 working days.
We aim to resolve informal concerns within 5 working days.

7.3 Outcomes

If resolved informally, we may confirm the outcome verbally or by brief email.

If we cannot resolve the matter informally, we will explain how to submit a formal complaint.

8. Formal complaints (Stage 2)

8.1 How to make a formal complaint

Please submit your complaint in writing (email is preferred) to the Complaints Officer (Section 5).

Please include:

Your name and contact details
Course name and date(s) (if applicable)
What happened (dates, times, people involved)
Any supporting evidence (emails, screenshots, documents)
What outcome you are seeking

8.2 Acknowledgement

We will acknowledge receipt within 2 working days and provide:

A reference number
The name of the person handling the complaint
An estimated timescale

8.3 Investigation and response

We aim to provide a written response within 20 working days of acknowledgement.

Our response will include:

Summary of the complaint
Summary of what we reviewed
Our decision (upheld / partially upheld / not upheld)
Any actions we will take (if applicable)
How to appeal (Stage 3)

8.4 Extensions

If we need more time, we will tell you before the 20 working days are up, explain why, and provide a revised date (normally no more than an additional 10 working days).

8.5 Possible outcomes

Outcomes may include:

Apology and explanation
Corrective action (e.g., access fixes, scheduling changes)
Staff/trainer feedback or additional training
Policy/process updates
Refund/transfer decisions in line with our Terms & Conditions and Refund & Cancellation Policy