Complaints procedure

North Star Training is committed to delivering high-quality safeguarding training and working in partnership with organisations in a professional and respectful way.

We recognise that, on occasion, concerns or complaints may arise. This procedure explains how complaints will be handled fairly, transparently and promptly.

This complaints procedure applies to concerns relating to:

• training delivery
• communication
• professionalism
• services provided by North Star Training

Safeguarding concerns should be raised through your organisation’s safeguarding procedures and are not managed through this complaints process.

Complaints should be submitted in writing by email and include:

• a clear description of the concern 
• the date(s) relevant to the complaint
• any supporting information

Complaints should be sent to: info@northstartraining.co.uk 

1. Acknowledgement
   All complaints will be acknowledged within 5 working days of receipt.
2. Review
   The complaint will be reviewed fairly and objectively, taking into account all relevant information.
3. Response
   A written response will be provided within 15 working days, outlining findings and any actions taken.

If additional time is required, this will be communicated clearly.

Where appropriate, steps will be taken to:

• address the concern 
• improve service delivery
• prevent recurrence

North Star Training aims to resolve complaints professionally and constructively wherever possible.

If a complaint relates to safeguarding delivery within a commissioned setting, the matter may also be escalated to the commissioning organisation’s safeguarding lead.

A record of complaints and outcomes is maintained for accountability and service improvement purposes.

For questions about this procedure or to raise a complaint, please contact:
North Star Training Email: info@northstartraining.co.uk