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Complaints Policy

  • To enable students to actively initiate issues and suggestions.

  • We will: listen | understand | summarise | empathise | acknowledge | advise | resolve | implement changes | be thankful.

  • To use students’ communication as an opportunity to review and improve the service we offer.

  • To undertake regular appraisals for suggestions for improvement on the entire training process.

  • All complaints will be treated as part of our L&D process and will be documented for improvement.

Complaints Procedure

  • We provide information on the Complaints Procedure to students in their ‘briefing session’ on Day-1.

  • If a complaint cannot be resolved in three working days:

    • Meet or communicate with the relevant member of staff as shown below:

      • Training Issues: Faculty & Head of Faculty

      • Refunds & other Finance Matters: Head of Operations

      • Facilities & Premises: Head of Administration

    • We will revert in three working days with a solution or recourse.

    • If you are still unsatisfied, please contact the Sr. Sales Manager for further escalation.

    • If the matter cannot be resolved immediately, you will be requested to resubmit your written complaint.

  • You will receive a written response within three working days.

  • If you still feel that your complaint has not been resolved in a satisfactory manner, we encourage and guide the student to communicate with the Principal Certifying Organisation.

Learning Issues

  • Where possible, we ask students to see their teacher if they are unhappy with their class. However, if they feel embarrassed or if the problem is with their teacher, they can speak to the Faculty Head, who will inform them of the proposed action.
  • The Head of Training will discuss the problem with the teacher concerned and identify possible solutions.
  • The student will then be invited to come back a week later to see if matters have improved.
  • In some cases, if necessary, the Head of Training will observe the class, with a second observation if deemed necessary.
  • If the students are still unhappy, the Head of Training may move the teacher to a more suitable class. If the problem is due to a personality clash, it may be possible to move the student to another class at the same level.

Highlighting Our Core Values

Wings Way’s Core Values come to the fore when handling complaints.

Accountable | collaborative | ethical | integral | respectful | responsible

All this with a humane approach.