Complaints Procedure

Our Aim

Impact Training Solutions is committed to providing excellent services for our customers and achieving the highest standards of conduct. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers. We therefore aim to ensure:
  • Making a complaint isas easy as possible.
  • We treat a complaint as any clear expression of dissatisfaction with our services which call for a response.
  • We treat it seriously whether it is made in person, by telephone, by letter, by fax or by email.
  • We deal with it promptly, politely and where appropriate, informally.
  • We respond in an appropriate manner; with an explanation, an apology if we have got things wrong or information on any action that has been taken.
  • We learn from complaints and use them to improve our service.
  • We provide responses which are clear and easy to understand.
  • We are open and honest and deal with matters confidentially.
  • We treat all complaints in the same fair manner, no matter what the severity.

How to make a Complaint

If you feel you need to make a complaint it, is important that you contact us and tell us:
  • What the complaint is.
  • When the incident happened.
  • Whom you reported it to and who has been involved.
  • How you would like it to be resolved.

You can make a complaint in writing, by fax, by e-mail, by telephone or in person.

We would encourage you to let us know your complaint as soon as possible, but do ask that you complain within one month of the issue first arising.

We believe that the majority of problems can be sorted out by discussing the issues with the relevant members of staff and we encourage you to opt for this approach. Where this has not resolved the issue or if you do not wish to discuss your complaint in this manner, we understand that you may wish to take alternative action.

There are three stages to our complaints procedure:
  1. Review by the appropriate Manager.
  2. Review by the appropriate Director. You should advise us as to why you remain dissatisfied and advise us what action you would like taken to resolve your complaint.
  3. Review by the Managing Director. They will receive a report on your complaint including copies of any information you have provided. If requested, a copy of this report will be available to you. In addition to this, you will be invited to discuss your complaint in person.


We understand that it is important for you to have your complaint resolved as quickly as possible.

At each stage we will provide a response within five working days, sooner if possible. In our reply, to avoid any further delays we will also provide you with details of what to do next and a named person to contact if you still remain unhappy.