COMPLAINTS AND APPEALS
At Active Health Group we aim to be as transparent as we can be. Like any organisation dealing with many, many people over the course of a year, we don't always get everything right 100% of the time, but if we hear about an issue, we always do our utmost to deal with this immediately. Normally a chat in person or over the phone does the trick. We find that emails are usually not the best place to start, as they can go missing, and do not always get the point across in the best way.
Our Terms and Conditions are clearly laid out on our website, and our Complaints and Appeals Procedure is laid out as below.
Complaints and Appeals Procedure
It is the policy of Active Health Group to provide students with a confidential opportunity to raise any complaint and for this to be dealt with professionally, courteously and promptly.
A student who wishes to officially complain about their programme content, assessment or any aspect pertaining to their course should first raise the matter in writing with the Training Director, Kirsty Cooper. Please put this in writing via email.
A student who has good reason not to approach AHG or who wishes to complain about any administrative process should raise the matter with the Lead Assessor at the Sports Therapy Organisation. Please contact firstname.lastname@example.org
Active Health Group also have various accreditation bodies, and these may also have a complaints policy. Please see the relevant accrediting body on our course page, or our main home page.
Complaints raised with either Active Health Group or Sports Therapy Organisation will be acknowledged within seven working days. A response to the complaint will be submitted to the student within twenty working days. For other accreditation bodies they may have different time-scales.
In the event of not being satisfied with the response to a complaint, the student has the right of appeal.
The student must formally write to the Principal, to the address on the home page of this website (using registered delivery to ensure we receive it) stating the ground for the appeal, this must be done within one month of the disputed decision. The Principal will, within one month, hold an appeals panel consisting of the Internal Quality Assurer, the Principal and one Sports Therapy Organisation assessor). Their decision will be final.
A response will be given to the student within one month of receipt.
A log of all complaints and response will be kept at the college offices for examination by accrediting agencies.