Complaint & Grievance Procedure For Courses
Enrolment on any course or workshop will be deemed as acceptance of the Complaint and Grievance Procedure adopted by The Grove Practice:
In the event of any complaint, a written submission must be made to a Director of the company who will investigate the matter. The complaint must give specific detail of any area(s) where the complainant believes that the tutor(s) and/or The Grove have acted in a manner inconsistent with The Grove's published policy, or against the law of England & Wales, or in contravention of a published professional code of practice to which they are required to adhere.
If requested to do so, the complainant agrees to attend a meeting with one or two Directors of The Grove.
Depending on the circumstances, it may be necessary to involve the course tutor and/or other course participants as part of the investigation.
All those involved agree to respect confidentiality and act professionally at all times.
The Director will aim to respond to the complainant in writing as soon as possible and with the outcome and any recommended next steps.
If the complainant believes that matters have not been handled satisfactorily, an appeal may be submitted in writing without unreasonable delay, outlining the reason/s. The appeal will be reviewed by a next level Director with no prior involvement or an independent moderator, whichever is deemed appropriate, and an outcome will be given as soon as is possible.
The complainant may also pursue their complaint through reporting to the police or by lodging a complaint with a membership organisation of the professional(s) involved.
v1 August 2019
v2 August 2021
v3 April 2022
This policy is reviewed every 2 years.
The Grove is covered by a substantial professional indemnity insurance policy which includes professional liability and training activities. A copy of this insurance policy is available on request.