Complaints Policy

 

IQTEFL is developed by IQBar Limited and follows the same ethos as IQBar Limited. We take great pride in our reputation and our high-quality products and services. We value complaints and feedback as they assist us in improving our products, services and customer care.

 

We are committed to being responsive to the needs and concerns of our customers, and potential customers, and to resolving any complaint as quickly and effectively as permissible. This policy has been designed to provide guidance to both our trainees (customers) and staff on the way we handle complaints.

 

Complaints may include, but are not limited to:

 

  • Staff or other trainee behaviour;

  • Quality of service provided;

  • Materials;

  • Delay in response times.

 

Instances not included within the scope of Complaints are, but not limited to the following:

 

  • Cost of service;

  • Scope of Course;

  • Contractual or other related disputes.

  • GPDR Enquiries.

 

How can a complaint be made?

 

If you are dissatisfied with any service provided by us, you are encouraged in the first instance to consider speaking directly with the support team available to all trainees (customers). If you are uncomfortable with this option or consider the support team unable to address your concerns, you are able to lodge a formal complaint (all complaints and outcomes are confidential) with us in one of the following ways:

 

  • By completing a post-course written feedback form;

  • By emailing us on tefl@iqbar.co.uk.

 

The information the complainant will need to tell us:

 

During the process of investigating any complaint, the IQTEFL Team will be relying on information provided by the complainant and any information the IQTEFL Team may already be aware of. The IQTEFL Team may be required to contact the complainant to clarify details or request additional information where necessary. To aid in the investigation of any complaint timeously and efficiently, the IQTEFL Team may request any complainant for the following information:

 

  • The complainant’s name, contact details, the preferred method of communication and a reference number or student number;

  • The name of the individual that the complainant has been dealing with about the issue from the IQTEFL Team, where relevant;

  • The nature of the complaint (including where, what, how and when);

  • Details regarding any steps or action the complainant has already taken to resolve the complaint;

  • Details of any communication the complainant may have had with the IQTEFL Team that may be relevant to the complaint,

  • Copies of any documentation which supports the complainant’s complaint;

  • The desired outcome the complainant expects.

 

Recording complaints

 

When recording a complaint, the IQTEFL Team will record the complainant’s name and contact details and provide a reference number. The IQTEFL Team will also record all details of the complaint including the facts and the cause/s of the complaint, the outcome and any actions taken following the investigation of the complaint. the IQTEFL Team will record all dates and times relating to actions taken to resolve the complaint and communications between parties involved.

 

As part of our on-going improvement plan, complaints shall be monitored for any identifying trends by management and rectification or remedial action shall be taken to mitigate any identified issues.

 

If a complaint is lodged, the IQTEFL Team will record the complainant’s personal information solely for the purposes of addressing the complaint. This will be dealt with in line with our Privacy Policy and compliance processes. The complainant’s personal details will actively be protected from disclosure unless the complainant expressly consents to its disclosure. Where a third-party travel supplier such as the LMS was involved, the IQTEFL Team may be required to speak to them to fully investigate the complaint.

 

Feedback on complaints

 

The IQTEFL Team is committed to resolving any issues at the first point of contact, however, this may not be possible in all circumstances, including instances where insufficient information was provided within the initial contact, in which case a more formal complaints process will be adhered to.

 

The IQTEFL Team will acknowledge receipt of any complaint within three (3) business days. Once a complaint has been received, the IQTEFL Team will undertake an initial review of the complaint. There may be circumstances during the initial review or investigation of the complaint where the IQTEFL Team may need to clarify certain aspects of the complaint or request additional documentation from the complainant. In such circumstances, the IQTEFL Team will explain the purpose of seeking clarification or additional documentation and provide the complainant with feedback on the status of the complaint at that time.

 

The IQTEFL Team, through different levels of seniority, is committed to resolving any complaint within ten (10) business days of the complainant lodging the complaint, however, this may not always be possible on every occasion. Where the IQTEFL Team has been unable to resolve the complaint within ten (10) business days, the IQTEFL Team will inform the complainant of the reason for the delay and specify a date when we will be in a position to finalise the complaint.

 

During the initial review or investigation stage, the IQTEFL Team may need to seek further clarification or documentation from the complainant to assist in resolving the complaint.

 

If the IQTEFL Team has sought clarification or additional documentation from the complainant and information remains outstanding from the complainant, the IQTEFL Team may not be able to meet the ten (10) business day finalisation commitment. The responsibility thus remains on the complainant to respond, at the earliest convenience, to any information requested in terms of a complaint. In such circumstances upon receipt of the complainant’s clarification or additional documentation, the IQTEFL Team will indicate to the complainant when the complaint is expected to be finalised.

 

Once the IQTEFL Team has finalised the complaint process or any appeal process, the complainant will be advised of the findings and any action that has been taken. The IQTEFL Team will do this formally in writing via the e-mail address the complaint was originally communicated from.

 

The complainant has the right to make enquiries about the current status of the complaint at any time by contacting the IQTEFL Team.

 

IQTEFL’s Complaints Policy is fully supported by the Senior Management Team of IQBar Limited and the IQTEFL Team.

IQTEFL’s Complaints Policy is monitored and reviewed annually.