Complaints policy

Our approach

If something has gone wrong with our training, our paperwork or our service, we want to hear about it — plainly and without hoops. Complaints are handled by the academy's management, taken seriously and used to improve how we work.

How to complain

• Email: info@nurtrainingacademy.co.uk (put "Complaint" in the subject line)
• Phone: 07872 018267
• Post: NUR TRAINING ACADEMY LTD, 57 Church Field Way, Ingleby Barwick, Stockton-On-Tees, TS17 5AW

Tell us what happened, when, who was involved and what outcome you are looking for.

What happens next

1. Acknowledgement — we acknowledge your complaint within three working days.
2. Investigation — we look into what happened, speaking to the people involved and reviewing records.
3. Response — we aim to give you a full written response within ten working days. If it will take longer, we tell you why and when to expect it.
4. Escalation — if you are not satisfied with the response, ask for it to be reviewed by a company director, whose decision is our final internal position.

Records

We keep a record of complaints and their outcomes so patterns are spotted and fixed. Complaint records are handled in line with our privacy policy.

Related policies

Refund requests are handled under our cancellation & refund policy. Concerns about how we handled personal data can also be raised with the Information Commissioner's Office.