One Degree Training & Coaching

Complaints Procedure

25 March 2023

For the purposes of this document, a complaint is defined as:

A statement that something is wrong or not satisfactory

If you have a complaint about the way in which anyone associated with One Degree Training & Coaching has spoke to, or treated, you, then we request that you officially log your complaint with our Managing Director, Andy Nisevic, via email at: [email protected].

Information we will need from you:

• Your preferred email address for correspondence.

• A clear, detailed description of what your complaint is about.

• The desired outcome of the complaint.

When you have made your complaint we will:

• Send you an email to acknowledge receipt

• Assess the nature of the complaint.

• Arrange a date and time to discuss fully the circumstances of the complaint, and any possible resolution.

We aim to respond to complaints within 20 working days. If we can’t reply to you within this timeframe, we will let you know and tell you when you can expect a reply.

Examples of complaints include but are not limited to:

• Failure by the service provider to meet obligations including those outlined in course/student handbooks or a student charter.

• Misleading or incorrect information in prospectuses or other promotional material, and other information.

• Concerns about the delivery of a programme, teaching or administration including, where applicable, that provided by a partner provider.

• Poor quality of facilities, learning resources, or services supplied directly by the provider.

• Failure of the service provider to meet obligations outlined in their contract of services.

• Poor quality of services delivered by the provider.

If you dissatisfied with the resolution of your complaint, we are held to account by our

Accreditors, the International Authority for Professional Coaching & Mentoring. You can

escalate your complaint to them at this email: [email protected].

Andy Nisevic

Director