1. Our commitment
HTGA aims to handle concerns fairly, respectfully and without defensiveness. Making a complaint will not result in adverse treatment. We will use complaints to correct problems and improve the service.
2. What this procedure covers
Complaints may concern service quality, communication, scheduling, billing, conduct, accessibility, privacy, safeguarding, marketing claims or any failure to provide what was agreed. Recruitment decisions made by an employer are outside HTGA’s control, although concerns about our preparation service can still be reviewed.
3. How to complain
Email accounts@htga.co.uk with the Client and candidate name, relevant dates, what happened, supporting documents and the resolution sought. Reasonable adjustments and alternative formats will be offered where needed.
4. Stage one: acknowledgement and early resolution
We aim to acknowledge a complaint within 3 working days. Straightforward matters will be addressed as quickly as possible, ordinarily within 10 working days. We may ask focused questions or request relevant evidence.
5. Stage two: formal review
If the matter is complex or the Client remains dissatisfied, HTGA will carry out a formal review of the complaint, considering the original issue, the response provided and any further information supplied by the Client. Where appropriate, HTGA may seek independent professional advice. A written outcome will normally be provided within 20 working days of escalation.
If more time is needed, we will explain why, provide an update on progress and give a revised response date.
6. Possible outcomes
Outcomes may include an explanation, apology, correction, replacement session, repeat performance, service adjustment, staff or process improvement, proportionate price reduction, refund where appropriate, or a decision that the complaint is not upheld with reasons.
7. Privacy, records and fairness
Complaint information will be shared only with people who need it to investigate, advise or respond, unless disclosure is required by law or safety concerns. We will keep a proportionate record of the complaint and outcome.
Both the Client and HTGA should communicate respectfully. Abusive or threatening behaviour may lead to communication controls, but the substance of a legitimate complaint will still be considered.
8. Safeguarding and urgent concerns
Where information suggests an immediate risk of harm, HTGA may take proportionate safeguarding action and contact emergency services, a parent or guardian, or another appropriate authority. This complaints process is not an emergency service.
9. External options
If a consumer remains dissatisfied, they may seek independent advice from Citizens Advice Consumer Service, Trading Standards through the appropriate referral route, a payment provider, or a solicitor. Nothing in this procedure removes the right to pursue a legal remedy.
10. Continuous improvement
We periodically review complaint themes, response times and corrective actions. An anonymised summary may be used internally to improve materials, communication and service delivery.