Complaints & Whistleblowing

Complaints Policy

At Construction Training Group, we value feedback and take all complaints seriously. Our complaints policy is designed to ensure that concerns are addressed fairly, transparently and promptly.

Our commitment

• Fair and impartial investigation of all complaints
• Prompt acknowledgment within 2 business days
• Confidentiality and protection from retaliation
• Clear communication throughout the process

Scope of policy

This policy covers complaints about:

• Course quality and delivery
• Staff conduct and professionalism
• Administrative or billing issues
• Health and safety concerns

How to Complain

We handle complaints through a clear, three-stage process so your concern is dealt with at the right level and within a defined timescale.

1. Informal resolution (5 working days). An initial attempt to resolve the complaint informally with the team involved.
2. Formal investigation (10 working days). A detailed investigation and a formal written response.
3. Appeal (10 working days). A review by senior management if you are not satisfied with the outcome.

To start a complaint, contact us using the details at the bottom of this page. Please include your name, contact details, the course or service concerned and a clear description of the issue.

Whistleblowing

If you become aware of malpractice, fraud, danger to health and safety, or any serious wrongdoing, you can raise it confidentially. Disclosures are handled sensitively and you are protected under the Public Interest Disclosure Act 1998. You can report a concern in one of two ways:

Whichever route you choose, we will not tolerate any form of retaliation against anyone who raises a genuine concern in good faith.