Complaints Procedure 

What to do if things go wrong

We hope that you never have any cause for complaint about the Alicia Kite® Academy. However, we appreciate that sometimes things can go wrong, and, if they do, you want to know what to do about it. This Complaints Procedure sets out what you should do if you are not satisfied with any aspect of the Alicia Kite® Academy programmes or services.

Dealing with complaints: Informal procedures

If possible, any complaint you have should first be dealt with informally. This means that you should raise the complaint verbally with either Alicia Kite or a Senior Member. This should hopefully result in your issue being resolved on the spot, perhaps by means of an explanation or an apology where necessary.

Dealing with complaints: Formal Procedures

If it is not possible to resolve your complaint informally, and you are still unhappy and wish to take the matter further, you must follow the formal complaint procedures.

To do this you should set out your complaint in writing and send it to Alicia Kite. Attached to this Complaints Procedure is the form that you should use to make your written complaint.

You may be asked to attend a personal interview with Alicia Kite to discuss your complaint.

The Alicia Kite® Academy aims to ensure a courteous and efficient initial response within ten working days to your written complaint, and a response within five working days following any meeting with you.

Policy

The Alicia Kite® Academy will fully investigate your complaint and speak with other Members where appropriate.

The Alicia Kite® Academy will endeavour to deal with your complaint fairly and quickly and to keep written records throughout the process to assist communication of the facts.

Following investigation of your complaint, you will receive a response from the Alicia Kite® Academy, detailing its findings and any action taken.