Policies

COMPLAINTS POLICY AND PROCEDURE

Organisation: Boxology Limited
Trading names: Boxology® Academy and Boxology® Online
Company number: 10523458
Responsible person: Cathy Brown – Director, Boxology Limited
Version: 3.0
Effective date: 3 August 2026
Review date: 3 August 2027, or sooner where legal, organisational, CIMSPA or delivery requirements change

1. Purpose

Boxology Limited is committed to providing high-quality education, training, assessment, customer service and programme delivery.

We recognise that concerns or complaints may arise. We will handle complaints:

  • fairly;

  • respectfully;

  • consistently;

  • confidentially where reasonably possible;

  • without unnecessary delay; and

  • without disadvantaging a person merely because they raised a concern in good faith.

Complaints will also be used to identify improvements to Boxology’s courses, services, policies, safeguarding arrangements and quality-assurance systems.

2. Organisational identity and separation

Boxology® Academy and Boxology® Online are commercial boxing-education brands operated by Boxology Limited.

Boxology Limited is legally and financially separate from:

  • HEADGUARD C.I.C., company number 16212678; and

  • any separate HEADGUARD Charitable Incorporated Organisation that may be registered in the future.

Where Boxology Limited delivers training or services for HEADGUARD C.I.C. or another organisation, the responsible organisation and applicable complaints route will be identified for that programme.

Any future HEADGUARD CIO will be governed independently by its trustees and will require its own complaints arrangements. This Boxology policy will not automatically become the policy of that CIO unless formally adopted or incorporated into a written agreement.

Boxology Academy Limited, company number 10803282, was dissolved on 25 June 2019 and has no current role.

3. CIMSPA endorsement and quality standards

Boxology Limited provides courses that are endorsed and quality assured by the Chartered Institute for the Management of Sport and Physical Activity — CIMSPA.

Applicable CPD points are allocated to the relevant CIMSPA-endorsed course.

Boxology Limited is responsible for:

  • operating an effective internal complaints procedure;

  • maintaining appropriate learner and quality-assurance records;

  • responding to complaints professionally and efficiently;

  • reviewing complaints for recurring issues;

  • complying with the requirements attached to its CIMSPA education partnership and course endorsement; and

  • cooperating with CIMSPA where a matter properly falls within CIMSPA’s remit.

CIMSPA endorsement does not make CIMSPA the supplier of the Boxology course or the first point of contact for ordinary customer complaints.

4. Scope

This policy applies to complaints concerning:

  • course information or enrolment;

  • face-to-face training;

  • online learning;

  • memberships;

  • teaching or coaching delivery;

  • tutor, assessor, contractor or staff conduct;

  • learner experience;

  • customer service;

  • assessment administration;

  • reasonable adjustments;

  • accessibility;

  • equality, diversity and inclusion;

  • course materials;

  • certificates;

  • CIMSPA CPD information supplied by Boxology;

  • events and workshops;

  • digital platforms;

  • partner or community programmes delivered by Boxology Limited;

  • goods or digital products; and

  • the handling of personal information, subject to the separate Privacy Notice.

It applies to complaints made by:

  • prospective learners;

  • current or former learners;

  • members and customers;

  • programme participants;

  • parents, guardians and carers;

  • employees, contractors and volunteers;

  • partner organisations; and

  • members of the public affected by Boxology’s activities.

5. Matters covered by separate procedures

The following may require a different or additional procedure:

Assessment appeals

A challenge to the academic, technical or practical outcome of an assessment should normally be made under the Appeals Policy.

Malpractice or maladministration

Suspected cheating, plagiarism, falsified evidence, assessor misconduct, procedural failure or other alleged malpractice or maladministration should be considered under the Malpractice and Maladministration Policy.

Safeguarding

Concerns about a child, adult at risk, abuse, exploitation, inappropriate conduct or immediate safety must follow the Safeguarding and Learner Welfare Policy.

A safeguarding concern must not be delayed while an ordinary complaint is considered.

Data protection

A complaint about the use of personal information may also be handled under the Boxology Limited Privacy Notice and data-protection procedure.

Employment matters

An employee or worker raising a matter about their own employment or engagement may need to use the relevant grievance or contractual process.

Boxology Limited will explain the correct procedure where the complainant is unsure.

6. Informal resolution

Where appropriate and safe, a concern should first be raised with the tutor, assessor or Boxology representative involved.

The purpose of informal resolution is to:

  • clarify what happened;

  • correct a misunderstanding;

  • provide information;

  • resolve a practical problem; or

  • agree prompt remedial action.

Informal resolution is not compulsory where:

  • the matter is serious;

  • the concern involves the person who would receive it;

  • there is a safeguarding issue;

  • the complainant feels unable to raise it directly;

  • discrimination, harassment or retaliation is alleged; or

  • previous informal efforts have failed.

A person may proceed directly to a formal complaint.

7. Making a formal complaint

Formal complaints should normally be submitted by email to:

info@boxology.academy

A complaint may also be submitted by post to:

Boxology Limited
Brook Cottage High St
Paulerspury
Towcester
England
NN12 7NR

A complaint should include, where possible:

  • the complainant’s full name;

  • contact details;

  • the course, service, programme or purchase concerned;

  • what happened;

  • relevant dates and locations;

  • the people involved;

  • any steps already taken;

  • supporting information;

  • the effect of the matter; and

  • the outcome sought.

A person will not be prevented from making a complaint merely because every item of information is not available.

Reasonable adjustments will be made for someone who has difficulty submitting a complaint in writing.

8. Complaints involving children or young people

A child or young person may raise a complaint:

  • directly;

  • through a parent or guardian;

  • through a teacher, support worker or social worker;

  • through a partner organisation; or

  • through another trusted adult.

Their views will be heard and treated seriously.

A child or young person will not be required to confront the person complained about.

Information will be explained in an age-appropriate and accessible way.

Where a complaint raises a safeguarding concern, it will be referred immediately through the applicable safeguarding procedure.

9. Complaints relating to HEADGUARD or partner programmes

Where a complaint concerns a programme involving Boxology Limited and HEADGUARD C.I.C. or another partner, Boxology Limited will establish:

  • which organisation is responsible for the matter;

  • whether more than one organisation needs to investigate;

  • which safeguarding or complaints procedure applies;

  • what information may lawfully be shared; and

  • who will communicate with the complainant.

Boxology Limited remains responsible for complaints concerning its own:

  • personnel;

  • training delivery;

  • course materials;

  • conduct;

  • contractual duties; and

  • decisions.

A complaint about HEADGUARD C.I.C. will not be presented as a complaint against a future HEADGUARD CIO.

10. Acknowledgement

Boxology Limited will normally acknowledge a formal complaint within five working days.

The acknowledgement will state:

  • that the complaint has been received;

  • who will consider it;

  • whether further information is needed;

  • the expected response period; and

  • whether another policy or procedure also applies.

Where urgent protective action may be required, the matter will be reviewed immediately rather than waiting for the normal acknowledgement period.

11. Initial assessment

The complaint will be reviewed to determine:

  • the issues raised;

  • the appropriate procedure;

  • whether there is a safeguarding, equality, legal or safety concern;

  • whether interim measures are needed;

  • whether the complaint is within Boxology Limited’s responsibility;

  • whether a partner organisation should be involved;

  • whether there is a conflict of interest; and

  • who is suitable to investigate.

Where the complaint concerns Cathy Brown, another appropriate person should consider or review the matter where reasonably practicable.

12. Investigation

The investigator may:

  • review relevant correspondence and records;

  • review course, assessment or payment information;

  • speak separately with the complainant;

  • seek a response from the person complained about;

  • speak with witnesses;

  • review applicable policies;

  • examine digital, photographic or video evidence;

  • consult a venue or partner organisation;

  • seek professional advice; or

  • obtain further information reasonably required to reach a fair decision.

The investigation will be proportionate to the seriousness and complexity of the complaint.

The person complained about will normally be informed of the substance of the allegation and given a reasonable opportunity to respond, subject to safeguarding, legal and confidentiality considerations.

13. Independence and conflicts of interest

A person should not be solely responsible for deciding a complaint where they:

  • are the subject of the complaint;

  • were directly involved in the disputed decision;

  • have a close personal or financial interest in the outcome; or

  • cannot consider the matter impartially.

Where Boxology Limited is too small to provide a fully independent internal reviewer, it may seek assistance from:

  • an appropriately experienced external person;

  • a professional adviser;

  • a partner organisation, where suitable;

  • an independent education or quality-assurance consultant; or

  • CIMSPA, where the matter properly falls within its remit.

14. Response period

Boxology Limited aims to issue a written outcome within 20 working days after receiving sufficient information to investigate the complaint.

Some complaints may take longer because of:

  • complexity;

  • safeguarding involvement;

  • absence or illness;

  • the number of people involved;

  • external professional advice;

  • partner or venue enquiries; or

  • difficulty obtaining records.

Where additional time is required, the complainant will be told:

  • the reason for the delay;

  • what remains outstanding; and

  • the revised expected response date.

15. Complaint outcome

The written outcome will normally explain:

  • the issues considered;

  • the investigation undertaken;

  • the findings;

  • whether the complaint is upheld, partially upheld or not upheld;

  • the reasons for the decision;

  • any corrective or protective action;

  • any recommendations for improvement; and

  • the available review or escalation route.

Information about another person may be withheld where disclosure would breach confidentiality, safeguarding obligations, employment duties or data-protection law.

16. Possible actions

Where appropriate, Boxology Limited may:

  • apologise;

  • correct inaccurate information;

  • repeat or replace a service;

  • arrange additional learner support;

  • provide or review a reasonable adjustment;

  • reconsider an administrative decision;

  • offer a transfer, credit or refund where appropriate;

  • replace or correct course material;

  • arrange additional tutor or assessor training;

  • amend a procedure;

  • review an assessment process;

  • issue a conduct warning;

  • restrict or suspend participation;

  • end a contractual or delivery relationship;

  • refer a matter under another policy;

  • notify a partner organisation;

  • make a safeguarding referral; or

  • report a serious matter to an appropriate authority.

An apology or remedial action does not necessarily amount to an admission of legal liability.

17. Internal review

A complainant who remains dissatisfied may request an internal review.

The request should normally be made within 10 working days after the complaint outcome and should explain:

  • why the outcome is disputed;

  • any relevant information that was not considered;

  • any procedural concern;

  • why the proposed action is inadequate; and

  • the outcome sought.

A review is not automatically a complete reinvestigation.

The reviewer will consider whether:

  • the procedure was followed fairly;

  • relevant evidence was considered;

  • the decision was reasonable;

  • important new evidence has been provided; or

  • the proposed action is proportionate.

Where reasonably practicable, the review will be conducted by someone who was not solely responsible for the original decision.

18. Escalation to CIMSPA

A complainant may contact CIMSPA where the complaint concerns matters within CIMSPA’s remit, including concerns about:

  • Boxology’s delivery of CIMSPA-endorsed training;

  • compliance with CIMSPA education-partner requirements;

  • the accuracy of CIMSPA endorsement or CPD-point information;

  • Boxology’s quality-assurance arrangements for endorsed training; or

  • a serious failure to operate an appropriate complaints or appeals process.

The complainant should normally complete Boxology Limited’s internal complaints and review process first, unless:

  • the matter is exceptionally serious;

  • Boxology Limited has failed to respond;

  • there is a significant conflict of interest;

  • the complaint concerns systemic non-compliance; or

  • CIMSPA advises that it should be contacted directly.

CIMSPA will decide whether the matter falls within its own Complaints Policy and what action, if any, it can take. CIMSPA maintains its own complaints process for complaints within its jurisdiction.

CIMSPA is not a substitute for:

  • the emergency services;

  • local-authority safeguarding services;

  • the police;

  • the courts;

  • the Information Commissioner’s Office;

  • consumer enforcement bodies; or

  • another authority with legal responsibility for the matter.

19. Confidentiality and information sharing

Complaints will be handled as confidentially as reasonably possible.

Information may be shared where necessary with:

  • the investigator;

  • the person complained about;

  • relevant witnesses;

  • professional advisers;

  • a venue or commissioning partner;

  • HEADGUARD C.I.C., where it has a legitimate role;

  • CIMSPA, where the complaint falls within its remit;

  • insurers;

  • safeguarding authorities;

  • the police; or

  • another body where required or permitted by law.

Information will not automatically transfer between Boxology Limited, HEADGUARD C.I.C. and any future HEADGUARD CIO.

Only information reasonably necessary for the purpose should be shared.

20. Anonymous complaints

Boxology Limited may consider an anonymous complaint.

The ability to investigate may be limited where:

  • further information cannot be obtained;

  • the evidence cannot be tested;

  • the person complained about cannot respond meaningfully; or

  • the outcome cannot be communicated.

An anonymous safeguarding or serious safety concern will still be reviewed and referred where appropriate.

21. Protection from victimisation

A person will not be treated unfairly merely because they:

  • made a complaint in good faith;

  • supported another person’s complaint;

  • provided evidence;

  • raised an equality or safeguarding concern; or

  • participated in an investigation.

Any retaliation, intimidation or victimisation may be treated as a separate conduct matter.

22. Unreasonable or persistent conduct

Boxology Limited will not reject a complaint merely because it is critical, persistent or strongly expressed.

However, proportionate communication arrangements may be introduced where conduct becomes:

  • threatening or abusive;

  • discriminatory;

  • excessively repetitive after a final response;

  • deliberately obstructive;

  • unrelated to the original complaint; or

  • harmful to staff, learners or participants.

Any restriction will relate to the manner of communication rather than removing the right to receive a fair response.

23. Malicious complaints

A complaint that is not upheld is not automatically malicious.

Where there is clear evidence that a person knowingly made a false allegation with the intention of causing harm, Boxology Limited may consider the matter under the relevant conduct or contractual procedure.

This provision must not be used to discourage legitimate concerns.

24. Complaint records and monitoring

Boxology Limited will retain proportionate records of:

  • the complaint;

  • evidence considered;

  • correspondence;

  • findings;

  • outcome;

  • review;

  • corrective action; and

  • closure.

Complaint information will be retained in accordance with the Boxology Limited Privacy Notice and record-retention arrangements.

Complaints will be monitored for:

  • recurring issues;

  • equality or accessibility barriers;

  • safeguarding concerns;

  • tutor or assessor trends;

  • assessment weaknesses;

  • inaccurate course information;

  • customer-service failures;

  • digital-platform problems; and

  • required policy or training improvements.

Records relevant to CIMSPA-endorsed training may be made available to CIMSPA during an appropriate quality-assurance review, subject to lawful confidentiality and data-protection requirements. CIMSPA’s current quality-assurance framework expects partners to evidence current complaints and appeals policies and examples of how complaints have been managed and closed.

25. Policy review

This policy will be reviewed at least annually and sooner where:

  • legislation changes;

  • CIMSPA requirements or guidance change;

  • Boxology’s services change;

  • HEADGUARD or partner arrangements change;

  • a significant complaint identifies a policy gap;

  • complaint monitoring identifies a recurring issue; or

  • safeguarding or quality-assurance practice requires amendment.

The person responsible for review is:

Cathy Brown – Director, Boxology Limited

26. Contact

Boxology Limited
Trading as Boxology® Academy and Boxology® Online
Company number 10523458
Registered office: Brook Cottage High St, Paulerspury, Towcester, England, NN12 7NR

Email: info@boxology.academy

 
 

Boxology® Company number 10523458