Complaints Procedure

Policy Statement

AJR MedSafe Academy is committed to delivering high-quality training and compliance support to all clients. We actively encourage feedback and view complaints as a valuable opportunity to improve our services, enhance learner experience, and ensure continuous quality improvement.

We aim to handle all complaints promptly, fairly, transparently, and in line with best
practice and CQC expectations.

 

Scope

This policy applies to:

• All learners attending training sessions.
• Client organisations and care providers
• Any individual or organisation receiving services from AJR MedSafe Academy
It covers all aspects of service delivery, including:
• Medicines Management training in Adult Social care
• Pre-CQC audit and compliance support services

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Definition of a Complaint

A complaint is defined as any expression of dissatisfaction, whether verbal or written,
regarding:

• Quality or delivery of training
• Accuracy or relevance of course content
• Conduct or professionalism of the trainer
• Communication or customer service
• Administrative processes or booking arrangements.

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How to Make a Complaint

Complaints can be submitted via:

• Email: info@ajrmedsafeacademy.com
• Telephone: 07386 357812

To help us investigate efficiently, please include:
• Your name and organisation (if applicable)
• A clear description of the issue
• Relevant dates and time
• Any supporting documentation or evidence

 

Complaints Handling Procedure

Stage 1: Acknowledgement

• All complaints will be acknowledged within 2 working days.
• You will receive confirmation that your complaint is being investigated.

Stage 2: Investigation

• A thorough, fair, and impartial investigation will be conducted.
• This may include reviewing training materials, feedback forms, and speaking to
relevant individuals.
• All investigations will be handled by an appropriate person not directly involved
where possible.

Stage 3: Outcome

A formal written response will be provided within 10 working days.
The response will clearly outline:

o Findings of the investigation
o Any actions taken.
o Any improvements implemented

 

If delays occur, you will be kept informed with revised timescales.

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Resolution Outcomes

We aim to resolve complaints in a way that is fair and proportionate.

Outcomes may include:

• A clear explanation of events
• A formal apology where appropriate
• Additional training or corrective action
• Review and improvement of processes or materials

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Escalation Process

If you are dissatisfied with the outcome:

• You may request a Stage 2 Review within 10 working days.
• The complaint will be reviewed independently (where possible)
• A final response will be issued within 10 working days of escalation.

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Confidentiality and Data Protection

All complaints will be handled in strict confidence and in accordance with UK GDPR
and Data Protection legislation.

Information will only be shared where necessary for the purpose of investigation.

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Record Keeping and Quality Improvement

• All complaints will be formally recorded and securely stored.
• Complaints will be reviewed regularly to identify trends and risks.

 

Learning outcomes will inform:

o Service improvements
o Training updates
o Compliance and governance processes

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Commitment to Continuous Improvement

AJR MedSafe Academy is committed to:

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• Learning from feedback and complaints
• Maintaining high standards of training and compliance support
• Supporting care providers in delivering safe, effective care

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Policy Review

This policy will be reviewed annually or sooner in response to:

• Regulatory changes
• Significant complaints or incidents
• Service development

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AJR MedSafe Academy
Training & Compliance Support for Care Providers
✔ Medicines Management Training in Adult Social Care
✔ Pre-CQC Audit Services Available

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Review date - March 2027