COMPLAINTS POLICY & PROCEDURE
Version: 2.0
Effective Date: 16 May 2026
Review Date: 16 May 2027
Responsible Person: Cathy Brown – Director, Boxology® Academy
1. Purpose
Boxology® Academy is committed to providing high-quality training, education and customer service.
We recognise that concerns or complaints may occasionally arise and are committed to handling them fairly, respectfully and promptly.
2. Scope
This policy applies to complaints relating to:
Training delivery
Customer service
Staff conduct
Learner experience
Assessment processes
Online learning
Events and workshops
This policy does not cover:
Appeals against assessment decisions
Malpractice or maladministration allegations
These are covered under separate policies.
3. Informal Resolution
Where possible, concerns should first be raised informally with the relevant tutor, assessor or Boxology® representative to allow early resolution.
4. Formal Complaints
If the matter cannot be resolved informally, complaints should be submitted in writing via email or post.
Complaints should include:
Full name
Contact details
Description of the complaint
Relevant dates
Supporting information where applicable
5. Complaint Process
Boxology® Academy will:
Acknowledge complaints within 5 working days
Investigate fairly and confidentially
Aim to provide a response within 20 working days
Keep complainants updated where delays occur
6. Outcomes
Following investigation, Boxology® Academy may:
Uphold the complaint
Partially uphold the complaint
Reject the complaint
Recommend improvements or corrective actions
Where appropriate, corrective measures may include:
Process improvements
Additional training
Policy review
Learner support arrangements
7. Escalation
If the complainant remains dissatisfied, they may request escalation to the relevant awarding organisation where applicable.
Further information:
8. Confidentiality
Complaints will be handled sensitively and confidentially wherever possible.
9. Contact
Email: info@boxology.academy
Post: Boxology® Academy
Third Space
67 Brewer Street
London
W1F 9US
