We aim to provide an excellent educational experience that is valued by all our learners, and their employers.
However, if things haven’t gone as you would have expected, or you’re unhappy with your experience, we want to hear from you as soon as possible. We’ll work with you to understand what happened and do our best to put it right.
We’re committed to responding to and dealing with feedback and complaints promptly and efficiently.
This policy outlines ALM’s commitment to dealing with complaints in a fair, timely, and transparent manner. It ensures that all learners, employers, staff, and stakeholders have a clear route to raise concerns, and that all complaints are addressed constructively and without bias.
The complaints process also supports ALM’s approach to continuous improvement and reflects our commitment to learner voice, accountability, and high-quality service.
Making a complaint
Stage 1: Informal Resolution
You should raise the issue with the relevant staff member or tutor as soon as possible. Most issues can be resolved quickly through informal discussion. If this is not possible, please go straight to stage 2.
Stage 2: Formal Complaint
If unresolved, or stage 1 is not possible, you should submit a written complaint (letter or email) to the Managing Director of the Academy, John Patterson. Email: j.patterson@academylm.co.uk or call 0141 611 7640.
A complaint form may be provided. The complaint will be acknowledged within 5 working days, and an investigating officer will be appointed.
Stage 3: Investigation and Response
An impartial investigation will be carried out, including interviews or review of documentation where necessary. A written response will be issued within 15 working days from acknowledgement, including findings and any actions to be taken.
Stage 4: Escalation
If you are dissatisfied with the outcome, you may escalate the issue to a another Director of the Academy. Directors of the Academy of Leadership & Management. Final responses will be issued within 10 working days of escalation. In exceptional cases, complaints may be referred to awarding bodies – ILM, CMI or DFE (formerly ESFA), or Ofsted.
You can review our Complaints Policy >read more
