Complaints Policy
1. Our Commitment to Quality
JL Academy is committed to providing high-quality training and consultancy services. However, we recognise that sometimes things can go wrong. When they do, we want to know about it so we can put things right and improve our standards.
We take all complaints seriously and aim to treat them with fairness, discretion, and efficiency.
Our Response Standards
We will confirm receipt of your complaint.
We aim to provide a full written response.
If escalated to the Board of Directors.
3. Complaints Process (General Services)
If you are unhappy with a service provided directly by JL Academy (e.g., Consultancy, Audits, or Non-Timian training), please follow this three-stage process:
Stage 1: Informal Resolution
In many cases, an issue can be resolved immediately by speaking to the relevant person. If your complaint relates to a training course, please speak to the Lead Trainer on the day. They will attempt to resolve the matter immediately.
Stage 2: Formal Written Complaint
If you are not satisfied with the informal resolution, please submit a formal complaint in writing (email) to our management team at complaints@jl-academy.com.
Stage 3: Appeal
If you remain dissatisfied with the outcome of the investigation, you may appeal to the Board of Directors within 14 days of receiving our response.
4. Complaints Regarding Timian Certified Training
Important: If your complaint relates specifically to a Timian course (including BILD ACT certified curriculum, physical intervention techniques, or Timian certification), the complaint must be directed to Timian Learning & Development Ltd directly.
This is a requirement of BILD ACT policies to ensure independent oversight of certified training standards.
Please direct these complaints to:
Mark Gorman
Mark@timian.co.uk