1. Introduction

Cyber Path Insight Training is committed to providing high-quality training and services. We recognize that there may be times when participants have concerns or complaints. This policy outlines the procedure for addressing and resolving complaints in a fair, timely, and transparent manner.

2. Scope

This policy applies to all participants, including students, instructors, and staff members of Cyber Path Insight Training. Complaints may relate to any aspect of the training programs, services, or facilities provided by Cyber Path Insight Training.

3. Principles

  • Confidentiality: All complaints will be handled with strict confidentiality.
  • Impartiality: Complaints will be investigated impartially, without bias or favouritism.
  • Timeliness: Complaints will be addressed promptly, with a focus on timely resolution.
  • Accessibility: The complaints process will be easy to access and understand.
  • Responsiveness: Complaints will be acknowledged and responded to promptly.

4. Complaints Process

Step 1: Informal Resolution

  • Participants are encouraged to first discuss their concerns informally with the relevant instructor, staff member, or department within 10 business days of the issue arising.
  • The responsible party will review the concern and respond within 5 business days.
  • If the issue is resolved informally, no further action is required.

Step 2: Formal Complaint Submission

  • If the issue is not resolved informally, participants may submit a formal complaint in writing to the Complaints Officer within 15 business days of the informal resolution attempt.
  • The formal complaint must include:
    • Participant’s full name and contact details.
    • Description of the issue, including relevant dates and details.
    • Steps taken to resolve the issue informally.
    • Desired outcome or resolution.

Step 3: Complaints Officer Review

  • Upon receipt of the formal complaint, the Complaints Officer will acknowledge the complaint within 3 business days and conduct a preliminary review to determine its validity and scope.
  • The Complaints Officer will investigate the complaint, gathering relevant information and speaking with involved parties as necessary.
  • The officer may request additional information or clarification from the complainant.

Step 4: Decision and Resolution

  • The Complaints Officer will make a decision within 15 business days of receiving the formal complaint.
  • The decision will be communicated to the complainant in writing, detailing the reasons for the decision and any actions to be taken.
  • Possible outcomes include:
    • Upholding the complaint and taking corrective action.
    • Dismissing the complaint with reasons.
    • Recommending further investigation or alternative resolution methods.

5. Further Action

  • If the complainant is dissatisfied with the outcome of the formal complaint, they may request a review by the Director of Cyber Path Insight Training within 10 business days of receiving the Complaints Officer’s decision.
  • The Director will review the case and provide a final decision within 15 business days.
  • The decision of the Director is final and binding.

6. Record Keeping

  • All documentation related to complaints, including informal resolutions, formal complaint submissions, and decisions, will be securely maintained for a period of at least five years.
  • Records will be kept confidential and only accessible to those involved in the complaints process.

7. Confidentiality

  • All complaints will be handled with strict confidentiality. Information will only be disclosed to those directly involved in the complaints process.

8. Contact Information

For formal complaints and inquiries, participants should contact: Complaints Officer Cyber Path Insight Training 27 Old Gloucester Street London WC1N 3AX; training@cyberpathisnight-uk.com; +44730 999 6080

9. Review of Policy

This Complaints Policy will be reviewed annually to ensure it remains current, effective, and fair. Any changes to the policy will be communicated to all participants and stakeholders.