Complaints Procedure

Introduction

Cara Counselling Training Ltd (CCTL) prides itself on providing all our students with a professional, diverse and holistic learning experience. We do this by working ethically and with integrity, creating a culture of open, honest communication and transparency. Working in partnership with Worthing College, we aim to ensure that each student has the best possible experience but we do recognise that occasionally things do not go according to plan. Should this happen our expectation is that in the first instance you will seek to resolve the issue or differences directly with the person concerned. If the issue relates to an aspect of the course, you should speak to your tutor. In the unlikely situation that you are unable to resolve your concern in this way you can raise it formally using our complaints procedure.

Making a Complaint

Complaints must be made in writing (email is acceptable) and include:

– Your name and contact details (anonymous complaints will not be investigated)

– If the focus of the complaint is a person’s behaviour, include their name

– A clear description of your complaint, a summary of the facts and a timeline

– Relevant supporting documents

– Details of what you want to achieve as a result of your complaint.

Responding to Your Complaint

Once you have made a complaint CCTL will:

– Acknowledge receipt of the complaint in writing within 10 working days

– Provide a written response following an investigation within 40 days of receiving the complaint.

Investigating Your Complaint

Complaints are dealt with by course tutors. Where this is not appropriate, for example if the complaint concerns a tutor, it will be dealt with by CCTL’s Director. The Director will forward the complaint to Worthing College if she feels it is inappropriate for her to respond to it. CCTL operates a culture of continuous improvement and takes all complaints seriously. The Director reviews all complaints to ensure that relevant learning takes place and that, where necessary, changes are implemented. If the director is the subject of the complaint this will be referred automatically to Worthing College.

Appeals

Should you be unsatisfied with the outcome of your complaint, you can appeal against the response by writing to the CCTL’s Director within 30 days of the date of the initial response. The Director will:

– Acknowledge your appeal in writing within 10 working days

– Review your complaint and the initial response, and provide a written response within 40 working days of receiving your appeal

– Forward the complaint to Worthing College if she feels it is inappropriate for her to respond to it.

Please note that using Cara Counselling Training’s complaints procedure does not affect your rights to utilise Worthing College’s complaints procedure.

Further Action

Should you feel your complaint is unresolved or you are unhappy with the outcome you have the option of contacting CPCAB directly. To make a formal complaint please view our complaints policy. Once all sections are completed please email it to standards@cpcab.co.uk.