This policy outlines the formal complaints procedure for EventMasters. It is designed to ensure that all complaints are handled fairly, consistently, and wherever possible, resolved to the complainant’s satisfaction.
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This policy applies to all learners and stakeholders engaging with EventMasters' self-paced online learning platform. It covers complaints relating to the delivery, content, accessibility, platform experience, and learner support associated with EventMasters courses.
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A complaint is defined as an expression of dissatisfaction about any aspect of the EventMasters service or platform. This may include, but is not limited to, issues related to course content, technical access, communication, or customer service.
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Complaints should be submitted in writing within 7 working days of the issue arising. Submissions should include:
- Full name and contact details
- Description of the issue or concern
- Relevant course/module details
- Any supporting documentation
Complaints should be sent to: [insert final email address] with the subject line: COMPLAINT – [Your Name]
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Upon receipt of a complaint:
- We will acknowledge it within 3 working days
- A designated team member will investigate the matter
- A formal response will be provided within 15 working days
- If the matter requires further investigation, an updated timeline will be communicated
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Where a complaint is upheld, EventMasters will take appropriate action to resolve the issue and prevent recurrence. All outcomes will be documented, and the complainant will be informed of the resolution.
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If a complainant is not satisfied with the response, they may escalate the issue to a senior manager or an external body, such as the CPD certification provider, where applicable.
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All complaints will be treated confidentially and in accordance with our Data Protection Policy. Records will be securely retained for a minimum of three years.
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This policy will be reviewed annually or in response to significant changes in operational procedures or regulatory requirements.
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