Complaints & Appeals Policy

At Life's End Death Doula Training UK, we are committed to delivering high-quality education and an excellent learner experience. As an ITOL accredited training provider, our courses are subject to quality assurance processes designed to maintain high educational standards and ensure fairness for every learner.

If you believe that the course has not met the published learning outcomes, or if you are dissatisfied with any aspect of your learning experience or an assessment decision, you have the right to raise a complaint or submit an appeal.

Purpose of This Policy

Our Complaints and Appeals Policy is designed to:

Provide learners with a fair, transparent, and accessible process for raising concerns.
Allow learners to appeal an assessment decision where they believe it to be incorrect or unfair.
Encourage early, open, and constructive communication to resolve issues wherever possible.
Ensure all complaints and appeals are considered consistently, objectively, and without prejudice.
Protect the interests of learners while maintaining the integrity and quality of our training programmes.
Support continuous improvement through regular review of learner feedback and outcomes.

How to Make a Complaint or Appeal

To ensure that all concerns are handled fairly and efficiently:

All complaints and appeals must be submitted in writing.
Your submission should clearly explain the nature of your complaint or appeal and include any relevant supporting information.
We will acknowledge receipt of your complaint or appeal and aim to provide a full written response within 21 days.
If additional time is required due to the complexity of the matter, we will keep you informed of the progress and expected timescales.
Where appropriate, learners retain the right to pursue any further appeal available through the relevant awarding or accrediting organisation.

Our Review Process

Every complaint or appeal will be reviewed by an appropriate member of our team who has not been directly involved in the matter wherever possible.

The reviewer will:

Consider all relevant evidence and information provided.
Determine whether the complaint or appeal is justified.
Confirm that assessment procedures and course requirements have been applied fairly and consistently.
Ensure the review process remains impartial, confidential, and objective.
Communicate the outcome clearly, including the reasons for the decision and any actions to be taken.

Record Keeping

To ensure transparency and support quality assurance:

Records of all complaints and appeals will be retained securely for a minimum of 12 months.
Information will be handled in accordance with applicable data protection legislation.
Outcomes will be reviewed periodically to identify opportunities for continuous improvement in our courses, assessments, and learner experience.

Our Commitment

We value learner feedback and believe that complaints and appeals provide an opportunity to improve our services. Every concern will be treated respectfully, fairly, and confidentially, with the aim of achieving a timely and satisfactory resolution wherever possible.

Complaints & Appeals Policy

If you believe that the course has not met the published learning outcomes, or if you are dissatisfied with any aspect of your learning experience or an assessment decision, you have the right to raise a complaint or submit an appeal.

Purpose of This Policy

Our Complaints and Appeals Policy is designed to:

Provide learners with a fair, transparent, and accessible process for raising concerns.

Allow learners to appeal an assessment decision where they believe it to be incorrect or unfair.

Encourage early, open, and constructive communication to resolve issues wherever possible.

Ensure all complaints and appeals are considered consistently, objectively, and without prejudice.

Protect the interests of learners while maintaining the integrity and quality of our training programmes.

Support continuous improvement through regular review of learner feedback and outcomes.

How to Make a Complaint or Appeal

To ensure that all concerns are handled fairly and efficiently:

All complaints and appeals must be submitted in writing.

Your submission should clearly explain the nature of your complaint or appeal and include any relevant supporting information.

We will acknowledge receipt of your complaint or appeal and aim to provide a full written response within 21 days.

If additional time is required due to the complexity of the matter, we will keep you informed of the progress and expected timescales.

Where appropriate, learners retain the right to pursue any further appeal available through the relevant awarding or accrediting organisation.

Our Review Process

Every complaint or appeal will be reviewed by an appropriate member of our team who has not been directly involved in the matter wherever possible.

The reviewer will:

Consider all relevant evidence and information provided.

Determine whether the complaint or appeal is justified.

Confirm that assessment procedures and course requirements have been applied fairly and consistently.

Ensure the review process remains impartial, confidential, and objective.

Communicate the outcome clearly, including the reasons for the decision and any actions to be taken.

Record Keeping

To ensure transparency and support quality assurance:

Records of all complaints and appeals will be retained securely for a minimum of 12 months.

Information will be handled in accordance with applicable data protection legislation.

Outcomes will be reviewed periodically to identify opportunities for continuous improvement in our courses, assessments, and learner experience.

Our Commitment

We value learner feedback and believe that complaints and appeals provide an opportunity to improve our services. Every concern will be treated respectfully, fairly, and confidentially, with the aim of achieving a timely and satisfactory resolution wherever possible.