Complaints Policy

Last Reviewed: January 11, 2024

 

Purpose

The purpose of this complaints policy is to offer a simple and open procedure for people or organizations to file grievances about the services offered by the National Life-Skills Academy (NLSA). This policy describes the process for filing a complaint, the requirements for qualifying, and the procedures taken throughout the resolution of complaints.

Scope

This policy is applicable to paid subscribers who need to make a complaint about any part of their experience. Complaints may be made regarding any aspect of the NLSA’s services, including timeliness, professionalism, or service quality.

Eligibility for Complaints

The following requirements must be met by the complainant in order to be qualified to register a complaint under the NLSA:

    • The complaint must be directly related to the services provided by the NLSA.
    • The complainant must have a direct and substantial interest in the matter being complained about.
    • The complaint must be submitted within a reasonable timeframe, typically within 30 calendar days from the incident or completion of service.

Complaints Resolution Process

The following steps outline the complaints resolution process:

Step 1: Submission of Complaint

        • The complainant must submit a written complaint to the NLSA, clearly stating the nature of the complaint, relevant details, and any supporting documentation or evidence.
        • Complaints can be submitted via email, postal mail, or through the NLSA’s online complaint submission portal.

Step 2: Complaint Review

        • Upon receipt of the complaint, the NLSA will acknowledge the receipt and assign a designated individual or committee to review the complaint.
        • The designated individual or committee will conduct an impartial and thorough review of the complaint, considering all relevant information and documentation.

Step 3: Investigation and Resolution

        • The NLSA has the right to launch an investigation if more information or proof is required about the complaint.
        • The NLSA will strive to resolve the complaint in a timely and fair manner, aiming to provide a resolution within 30 calendar days from the date of receipt of the complaint.
        • The complainant will be kept informed of the progress and status of the complaint throughout the resolution process.

Step 4: Complaint Outcome

        • Once the complaint has been thoroughly reviewed and investigated, the NLSA will provide a written response to the complainant, detailing the outcome of the complaint and any actions taken or proposed remedies, if applicable.
        • The response will include a clear rationale for the outcome and any recommendations for improving the services based on the complaint.

    Confidentiality and Privacy

    The complaint resolution procedure will strictly maintain the confidentiality of any information submitted by the complainant and collected about them. It will also manage all information in compliance with any applicable privacy laws and regulations.

     

    Appeals

    The complainant may choose to ask for an appeal if they are unhappy with how the complaint was resolved. The written answer from the NLSA will inform the complaint of the process for submitting an appeal, if applicable.

    Amendments to the Complaints Policy

    At any time, the NLSA retains the right to change its complaint policy. Any modifications shall be disclosed to the complainant via a new policy document or other suitable channels.

     

     

    Legal Provisions

      • Limitation of Liability: The NLSA’s liability in relation to any complaint will be limited to the cost of the service provided. The NLSA will not be liable for any indirect, consequential, or incidental damages arising from the use of its services.
      • Jurisdiction: This policy and any disputes arising from it will be governed by the laws of the jurisdiction in which the NLSA is headquartered.
      • Amendments to the Complaints Policy: At any time, the NLSA retains the right to change its complaints policy. Any modifications shall be disclosed to the complainant via a new policy document or other suitable channels.
      • Non-Retaliation: The NLSA prohibits retaliation against any complainant who, in good faith, reports a complaint or participates in an investigation. Any form of retaliation will be subject to disciplinary action.
      • Record Keeping: The NLSA will maintain a record of all complaints and their resolutions for a minimum of three years to ensure transparency and continuous improvement.

    Contact Information

    For inquiries please contact:

    National Life-Skills Academy Ltd
    Registered Office: 27 Old Gloucester Street, London. WC1N 3AX
    info@legitcourse.com