GROW is committed to providing a high-quality service and welcomes feedback from customers, learners, Licensed Providers and Accredited Coaches. We view complaints as an opportunity to learn, improve and put things right where appropriate.
This policy explains how complaints can be raised and how they will be handled.
What Is a Complaint?
A complaint is an expression of dissatisfaction about a service, decision, action or experience relating to GROW.
Examples may include:
- A service not being delivered as expected
- Poor communication or lack of response
- Unprofessional conduct
- A concern about how a process has been managed
- Dissatisfaction with a product, programme or service
Complaints relating to assessment decisions must be handled through the Appeals Policy. GROW will redirect complaints relating solely to assessment decisions to the Appeals Policy.
Raising a Complaint
Where appropriate, we encourage individuals to raise concerns informally with the person involved first, as many issues can often be resolved quickly and amicably.
If the matter cannot be resolved informally, a formal complaint should be submitted by email to support@growformula.org.
Complaints should normally be submitted within 12 months of the event giving rise to the complaint.
The complaint should include:
- Your full name
- A description of the complaint
- Any relevant dates or supporting information
- The outcome you are seeking
Anonymous complaints will not be accepted.
For complaints relating to a GROW Licensed Provider, the Licensed Provider's own complaints procedure must be completed before GROW will consider the complaint.
Complaint Review
A GROW representative who was not directly involved in the matter will review the complaint and any supporting information.
We will acknowledge receipt of the complaint within 5 working days.
We will normally provide a written response within 20 working days. Where additional time is required, we will keep the complainant informed of progress.
GROW reserves the right not to investigate complaints that are vexatious, abusive, repetitive, or clearly without foundation.
Final Decision
Following the review, GROW will issue a written decision. This decision is final.
Confidentiality
Complaints will be handled sensitively and confidentially. Information will only be shared with those who need it to investigate and resolve the complaint.
Related Policies
This policy should be read alongside the following policies:
- Accessibility and Reasonable Adjustments Policy
- Appeals Policy
- Assessment and Certification Policy