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Complaints Procedure

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Our Commitment

 

The Consent Collective is committed to delivering high-quality training and education. We value feedback and take all complaints seriously, using them as an opportunity to learn, improve our services, and maintain the high standards we expect of ourselves.

 

We aim to deal with complaints fairly, consistently, confidentially, and as promptly as possible.

 

Who Can Make a Complaint?

 

A complaint may be made by:

 

  • an individual who has participated in one of our training sessions or services;

  • an organisation that has commissioned or received our training or services; or

  • an authorised representative acting on behalf of an individual or organisation.

 

What Can You Complain About?

 

You may make a complaint about any aspect of our training or service delivery, including, for example:

 

  • the quality or content of training;

  • the conduct or professionalism of a trainer;

  • communication before, during or after a training session;

  • administration or customer service;

  • the way a service was delivered.

 

This procedure does not apply to safeguarding concerns or allegations of unlawful conduct, which will be managed under our relevant safeguarding or legal procedures where appropriate.

 

How to Make a Complaint

 

Complaints must be submitted in writing to:

 

Cynthia Ellis

Director, The Consent Collective

 

Email: cynthia@consentcollective.com

 

Your complaint should include:

 

  • your name and contact details;

  • the name of your organisation (if applicable);

  • details of the training or service concerned, including the date where possible;

  • a clear description of your complaint;

  • any relevant supporting information or documents; and

  • the outcome you are seeking.

 

If you require reasonable adjustments to enable you to make a complaint, please let us know and we will do our best to support you.

 

What Happens Next?

 

Acknowledgement

We will acknowledge receipt of your complaint within two working days.

 

Review and Investigation

One of the Directors will review the complaint and determine how it should be investigated.

 

As Consent Collective is a small organisation with two Directors, the person investigating the complaint will, wherever possible, be the Director who has not been directly involved in the matter giving rise to the complaint.

 

The investigation may include:

 

  • reviewing relevant documents or correspondence;

  • speaking with those involved;

  • seeking clarification from the complainant where necessary; and

  • considering any additional evidence provided.

 

We aim to complete our investigation and provide a written response within 10 working days of acknowledging the complaint. If the matter is particularly complex and requires more time, we will explain the reason for the delay and provide an updated timescale.

 

Our Response

 

Our written response will include:

  • a summary of the complaint;

  • the outcome of our investigation;

  • any actions we have taken or propose to take as a result; and

  • information about any further review available under this procedure.

 

Where appropriate, we will apologise where our service has fallen below the standard we expect.

 

Independent Review

 

As a two-director organisation, there may be occasions where it is not possible for either Director to provide an entirely independent review.

 

Where a complaint relates directly to both Directors, or where we consider that independence is necessary to ensure a fair process, we may appoint a suitably qualified independent person to review the complaint. The decision to appoint an independent reviewer will be made on a case-by-case basis.

 

The outcome of any independent review will normally be considered final.

 

Confidentiality

 

Complaints will be handled confidentially and information will only be shared with those who need it to investigate and resolve the matter.

 

We will process any personal information in accordance with our Privacy Policy and applicable data protection legislation.

 

Learning and Improvement

 

We keep a record of complaints received and review them periodically to identify any recurring issues or opportunities to improve our training, services and ways of working.

 

Making a complaint will not affect an individual's or organisation's ability to work with Consent Collective in the future, unless there are exceptional circumstances that make the continuation of that relationship inappropriate.

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