Complaints
Policy
Listening carefully. Responding fairly. Learning from every concern.
We are committed to an accessible, respectful and transparent complaints process that supports accountability, professional standards and continuous improvement.
Every concern deserves to be heard.
At JL Academy Ltd, we are committed to delivering high-quality training, consultancy and professional development services.
We recognise that, despite careful planning and professional standards, there may be occasions when an individual or organisation is dissatisfied with an aspect of our work.
We welcome the opportunity to understand concerns, respond fairly and take appropriate action. Our complaints process is grounded in openness, respect, accountability and continuous improvement.
Raising a complaint should never result in unfair treatment, disadvantage or retaliation.
What this policy covers.
This policy explains how complaints about JL Academy Ltd can be raised, considered, investigated and resolved. It applies to concerns about services provided or arranged by JLA.
Training & Learning
Training courses, workshops, professional development programmes, learning resources, programme delivery and participant experience.
Professional Services
Consultancy, coaching, organisational development and other services provided or arranged by JL Academy.
People & Conduct
The professional conduct of JLA employees, trainers, associates, consultants and representatives.
Communication & Administration
Customer service, administrative arrangements, correspondence and the handling of enquiries or service-related concerns.
Accessibility & Inclusion
Accessibility, inclusive practice, reasonable adjustments and barriers affecting participation in our services.
Other Service Concerns
Other matters directly connected with JLA’s activities, including services delivered through appropriate partners.
How to make a complaint.
We want it to be straightforward to raise a concern. You can contact us directly, and we will explain what happens next.
Your first point of contact.
To submit a complaint, please email:
Where possible, include Formal Complaint in the subject line.
You can also contact us to discuss reasonable adjustments or an alternative way of communicating your concern.
Write to JL Academy.
JL Academy Ltd5th Floor
167–169 Great Portland Street
London
W1W 5PF
United Kingdom
Please mark correspondence Formal Complaint where practical.
What should your complaint include?
Sharing the following information can help us understand and review your concerns efficiently.
Your Details
Your name, preferred contact details and any communication adjustments you require.
The Service
The relevant course, training programme, consultancy service or other JLA activity.
What Happened
A clear explanation of your concern, including relevant dates and circumstances.
Supporting Details
Relevant correspondence or information that may help us understand the matter.
Your Preferred Outcome
The explanation, action or resolution you would like us to consider.
Additional Support
Any adjustments or assistance that would help you participate in the process.
A complaint will not be rejected solely because it does not follow this format. Where necessary, we may contact you to clarify the information provided.
Sometimes a conversation is enough.
Some concerns can be resolved promptly through clarification, discussion or practical corrective action. Where appropriate, we may offer an informal resolution.
Informal resolution is voluntary. You do not need to attempt it before submitting a formal complaint, and you may request formal consideration at any stage. Serious, repeated or unresolved concerns will be considered through the appropriate formal process.
How to make a complaint.
We want it to be straightforward to raise a concern. You can contact us directly, and we will explain what happens next.
Your first point of contact.
To submit a complaint, please email:
Where possible, include Formal Complaint in the subject line.
You can also contact us to discuss reasonable adjustments or an alternative way of communicating your concern.
Write to JL Academy.
JL Academy Ltd5th Floor
167–169 Great Portland Street
London
W1W 5PF
United Kingdom
Please mark correspondence Formal Complaint where practical.
What should your complaint include?
Sharing the following information can help us understand and review your concerns efficiently.
Your Details
Your name, preferred contact details and any communication adjustments you require.
The Service
The relevant course, training programme, consultancy service or other JLA activity.
What Happened
A clear explanation of your concern, including relevant dates and circumstances.
Supporting Details
Relevant correspondence or information that may help us understand the matter.
Your Preferred Outcome
The explanation, action or resolution you would like us to consider.
Additional Support
Any adjustments or assistance that would help you participate in the process.
A complaint will not be rejected solely because it does not follow this format. Where necessary, we may contact you to clarify the information provided.
Sometimes a conversation is enough.
Some concerns can be resolved promptly through clarification, discussion or practical corrective action. Where appropriate, we may offer an informal resolution.
Informal resolution is voluntary. You do not need to attempt it before submitting a formal complaint, and you may request formal consideration at any stage. Serious, repeated or unresolved concerns will be considered through the appropriate formal process.
A clear process.
From concern to resolution.
Our formal complaints procedure follows three stages: acknowledgement, investigation and outcome. Each stage is designed to support fairness, transparency and proportionate action.
Acknowledgement
We aim to acknowledge formal complaints within five working days of receipt.
We will normally confirm receipt, identify the person coordinating the response, explain the next steps and provide an expected timeframe.
Review & Investigation
A Director or appropriately authorised person will coordinate a proportionate review.
We may examine relevant records, correspondence, contractual requirements, programme standards and information from those involved.
Wherever practicable, someone directly implicated in the complaint will not determine its outcome.
Outcome & Response
We aim to provide a substantive written response within 15 working days of acknowledging the complaint, where reasonably possible.
We will explain the issues considered, our findings, any appropriate corrective action and the options available if you remain dissatisfied.
Keeping you informed.
Some complaints require additional information or more detailed investigation.
Where we cannot meet our usual response target, we will explain the reason for the delay and provide an updated expected response date.
Taking appropriate action.
Outcomes may include an explanation, apology, correction, additional support, revised arrangements or other proportionate corrective measures.
Financial remedies will be considered in accordance with applicable law, contractual terms and the particular circumstances.
When you remain dissatisfied.
We recognise that an individual may disagree with a complaint outcome. Our review process provides an opportunity to examine whether the original decision was reached fairly and appropriately.
Tell us what remains unresolved.
If you are dissatisfied with our formal response, you may request an internal review by emailing info@jl-academy.com .
We ask that requests ordinarily be made within 15 working days of receiving the original outcome.
Please explain which aspects of the decision or process you dispute and why. Later requests may be considered where there is a reasonable explanation.
A proportionate and impartial review.
Wherever practicable, the review will be conducted by a Director or appropriately competent person who was not responsible for the original decision.
Where sufficient internal independence cannot be achieved, JLA may seek appropriate independent advice or review.
The reviewer will consider relevant evidence, fairness, procedural compliance and the reasonableness of the outcome.
A considered final response.
We aim to communicate the internal review outcome within 15 working days, where reasonably possible. If additional time is required, we will provide an update and revised timeframe.
The review may uphold or amend the original decision, or identify a need for further investigation or corrective action.
The review decision ordinarily concludes JLA’s internal complaints process. This does not restrict any applicable statutory rights, contractual remedies or access to appropriate external bodies.
Some concerns require immediate attention.
Certain concerns require urgent escalation, specialist consideration or a separate reporting procedure. They must not be delayed while an ordinary service complaint is investigated.
Protecting people from harm.
Concerns involving suspected abuse, neglect, exploitation or risk of harm must be referred through JLA’s safeguarding arrangements.
Safeguarding matters will be handled in accordance with the JLA Safeguarding Policy .
Where immediate danger exists, contact the emergency services.
Responding to serious risks.
Complaints involving imminent danger, significant hazards or serious incidents must be escalated promptly through the appropriate health and safety arrangements.
JLA will consider any immediate protective measures, reporting duties or further investigation requirements.
Speaking up about wrongdoing.
Concerns about serious wrongdoing, unsafe organisational practices or matters potentially qualifying as protected disclosures may fall under our Whistleblowing & Speaking Up Policy.
We will ensure that applicable reporting and confidentiality arrangements are considered.
Concerns about personal information.
Complaints concerning the handling of personal information will be managed in accordance with applicable UK data protection requirements.
JLA aims to acknowledge such complaints within five working days and will comply with the statutory requirement to acknowledge data protection complaints within 30 calendar days of receipt.
We will investigate appropriately, provide progress updates and communicate an outcome without undue delay.
Consistent standards. Shared responsibility.
We take concerns about individuals and organisations delivering services on JLA’s behalf seriously, including where services are delivered through partnerships or external programme arrangements.
Professional accountability.
Where a complaint relates to an associate, trainer, consultant or subcontractor, JLA may examine relevant contractual arrangements, delivery expectations and available evidence.
Appropriate action may include clarification, guidance, supervision, corrective measures or review of future working arrangements.
Individual personnel matters will be handled with appropriate confidentiality.
Clarifying responsibility.
Where services are delivered with another organisation, we will clarify which party is responsible for addressing the relevant aspects of the complaint.
We will cooperate with appropriate partners where necessary and explain the applicable complaints route to those affected.
Relevant contractual, confidentiality and data protection obligations will be respected.
Respecting programme standards.
Where a complaint concerns a licensed or externally certified programme, JLA will consider relevant requirements established by the programme owner or accrediting organisation.
This may include matters relating to programme content, authorised delivery, trainer requirements, assessments or certification decisions.
Where responsibility rests with a programme owner or external body, JLA may facilitate an appropriate referral or explain the applicable external procedure.
JLA will not independently change protected programme standards, assessment requirements or certification decisions where it does not hold authority to do so.
Transparency beyond our own process.
Our internal complaints process does not remove an individual’s legal rights or prevent them from seeking appropriate external advice.
Your rights remain protected.
Depending on the circumstances, a complainant may have rights under applicable legislation, contractual arrangements or relevant external complaints procedures.
Some concerns may fall within the remit of a regulator, statutory body, programme owner or professional organisation.
JLA will explain relevant external routes where appropriate and within its knowledge. Not every complaint falls within the jurisdiction of an external body.
Complaints about personal data.
Individuals who remain concerned about how their personal information has been handled may raise a complaint with the Information Commissioner’s Office (ICO).
Further information is available through the ICO’s official website.
Protecting information throughout.
Complaints may contain personal information, sensitive allegations or confidential organisational material. We will handle this information in accordance with applicable UK data protection requirements and JLA’s information governance arrangements.
Appropriate Access
Information will be shared only with those who reasonably require it for an authorised purpose.
Accurate Records
Relevant correspondence, findings, decisions and corrective actions may be recorded to support accountability.
Responsible Retention
Records will be retained for an appropriate period, taking account of legal, contractual and operational requirements.
Learning from concerns. Improving what we do.
We view complaints as an important source of feedback. Where concerns identify opportunities for improvement, we aim to translate learning into appropriate action.
Training & Delivery
Reviewing training materials, programme arrangements, learning experiences and professional delivery standards.
Communication & Support
Improving information, administration, accessibility and the support offered to clients and learners.
Governance & Oversight
Identifying recurring concerns, strengthening procedures and monitoring appropriate corrective action.
Significant or repeated matters will be considered by the Directors and may inform JLA’s wider quality assurance activities.
Our objective is not simply to close complaints, but to understand what happened, respond fairly and reduce the likelihood of similar concerns arising again.
Responsibility and oversight.
This policy is owned by JL Academy Ltd and overseen by its Directors. It will be reviewed at least annually, or sooner where legislation, organisational arrangements, programme requirements or complaints experience indicate that an earlier review is appropriate.
Policy Ownership
Organisation: JL Academy Ltd
Oversight: Directors
Review cycle: At least annually, or sooner where required
Complaints Enquiries
For complaints, review requests or questions about this policy, contact:
Listening matters.
What we do next matters more.
At JL Academy, we believe that listening carefully, responding fairly and accepting responsibility are essential to professional relationships and meaningful organisational improvement.
Contact JL Academy