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1. Policy Statement & Core Principles

WingsWay Training Institute is committed to delivering high-quality training and administrative services. We actively encourage students to initiate feedback, issues, and suggestions to support continuous quality improvement. All complaints are documented, evaluated, and used as an essential component of our Learning & Development (L&D) process.

In addressing student concerns, our team adheres to nine core principles: Listen | Understand | Summarize | Empathize | Acknowledge | Advise | Resolve | Implement Changes | Be Thankful.

2. Student Orientation

Details of the Complaints Policy and Escalation Procedure are communicated to all enrolled students during their initial briefing session on Day 1. This ensures full clarity regarding internal support mechanisms and formal appeal stages.

3. Multi-Stage Escalation Procedure

To ensure structured and fair dispute resolution, complaints must progress through the Institute’s internal escalation hierarchy prior to seeking external recourse.

Stage 1: Informal & Local Departmental Resolution

Students should first present their concern directly to the designated department head. The relevant contact points are:

  • Training & Academic Issues: Assigned Teacher / Head of Faculty. For teaching concerns, students are encouraged to speak with their instructor or the Head of Faculty. A one-week observation period or reassignment to another class may be implemented where appropriate.
  • Refunds & Financial Matters: Head of Operations.
  • Facilities & Premises: Head of Administration.
  • Target Timeframe: Resolution Target: The respective department head will investigate and provide a solution or recourse within three (3) working days.

Stage 2: Senior Management Review

If the complaint is not resolved to the student’s satisfaction at Stage 1, the student will be requested to submit a formal written complaint to the Senior Sales / Operations Manager.

Target Timeframe: Resolution Target: Senior Management will review the written submission and issue a formal written response within three (3) working days of receipt.

Stage 3: Executive Leadership Panel & Final Internal Outcome

If the issue remains unresolved following Stage 2, the matter is formally escalated to the Executive Leadership Team (Principal / Managing Partner) for final internal review.
Target Timeframe: Resolution Target: The Executive Leadership Team will issue an official Final Internal Outcome Letter. This letter signifies that all internal avenues of appeal within WingsWay Training Institute have been fully exhausted.

4. Protocol for External Escalation to CIPS

WingsWay Training Institute recognizes the right of students studying CIPS-accredited qualifications to seek external escalation through the Principal Certifying Organization (CIPS – Chartered Institute of Procurement & Supply). However, to ensure that internal remedies are properly utilized, the following criteria must be met:

  • Completion of Internal Process: CIPS acts as a final external escalation authority. Students may escalate a complaint to CIPS only after Stages 1, 2, and 3 of WingsWay’s internal complaints
    procedure have been completed.
  • Applicable Scope: The complaint must specifically relate to CIPS qualifications, assessment administration, or awarded results.
  • Required Documentation: Students contacting CIPS must submit the official Final Internal Outcome Letter issued by WingsWay Training Institute as proof that internal procedures have been exhausted.
  • Procedural Compliance: Direct external escalation to CIPS without progressing through internal Stages 1–3 is invalid, unless WingsWay fails to adhere to its published response timeframes without reasonable justification.