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What to do if you want to make a complaint

Our complaints procedure

Personal Success Academy is committed to providing good quality services. We recognise however, that we very occasionally get things wrong or make mistakes. To deal with this we have a complaints procedure.

We will deal with your complaint

We do not look on complaints as unwanted. In fact, they may help us to see where our services or procedures might be improved. So do let us know where you feel we have made a mistake or done something which you found unsatisfactory or unacceptable. Even if you do not think your particular concern amounts to a 'complaint' we would still like to know about it. You may help us to deal with something we would otherwise overlook.

How to complain

Step 1: Contacting us

The first step is to talk to a member of the Personal Success Academy staff. This can be done quite informally with a telephone call.

We will try to resolve the problem on the spot if we can. If we can't do this, for example, because information we need is not to hand, then we will take a record of your concern and arrange the best way and time for getting back to you. This will normally be within 2 working days or we will make some other arrangement acceptable to you.

Step 2: Taking your complaint further.

We hope you will only feel the need to make a formal complaint as a last resort. If step 1 has not resolved your situation to a satisfactory level, the next step is to put your complaint in writing to the Board of Personal Success Academy, setting out the details, explaining what you think went wrong and what you feel would put things right. This letter will be passed promptly to the Board of Directors to deal with.

Once the Board of Directors receives a written complaint, each case will be fully investigated. Your complaint will be acknowledged in writing within 2 working days of receiving it and the letter will say when you can expect a full response. This should normally be within 10 working days unless the matter is very complicated. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a full response.

Taking your complaint outside the organisation

If you are not satisfied with the Board of Directors response, you can always seek advice from outside the organisation.

Our address is :

Personal Success Academy
Gable House
18-24 Turnham Green Terrace
Chiswick
London
W4 1QP

This policy will be subjected to a 3 year review cycle or as necessary.