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Complaints Procedure

Ability Training Awards Ltd
Last reviewed: [08/02/2026]

Ability Training Awards (ATA) is committed to handling complaints fairly, transparently, and promptly. We value feedback and view complaints as an opportunity to improve our services and maintain high standards across all accredited and CPD-accredited provision.

1. Who Can Make a Complaint

This complaints procedure applies to:

  • Learners undertaking ATA-accredited or CPD-accredited training
  • Trainers delivering ATA-approved courses
  • Approved Centres delivering ATA-accredited or CPD-accredited programmes
  • Other stakeholders affected by ATA services

Complaints may relate to, but are not limited to:

  • The quality of training delivery
  • Assessment processes or decisions
  • Administrative errors or delays
  • Customer service concerns
  • Non-compliance with ATA standards or policies

2. Informal Resolution (Stage 1)

ATA encourages complaints to be resolved informally wherever possible.

  • Learners or trainers should first raise concerns directly with the Approved Centre delivering the training.
  • The Approved Centre should acknowledge the concern and attempt to resolve the issue within 5 working days.
  • Many issues can be resolved quickly at this stage without the need for formal escalation.

3. Formal Complaint Submission (Stage 2)

If the issue is not resolved informally, a formal complaint may be submitted.

The complainant must:

  • Submit the complaint in writing using the ATA Complaints Form
  • Provide clear details, including dates, course information, and any supporting evidence
  • Submit the complaint to the Approved Centre’s designated complaints contact

The Approved Centre must:

  • Acknowledge receipt within 5 working days
  • Carry out a full investigation
  • Provide a written response within 10 working days, including findings and any corrective actions taken

4. Escalation to Ability Training Awards (Stage 3)

If the complainant remains dissatisfied after the centre’s response, the complaint may be escalated to Ability Training Awards.

To escalate the complaint:

  • Submit the complaint in writing to info@abilitytrainingawards.co.uk
  • Include all previous correspondence and the Approved Centre’s written response

Ability Training Awards will:

  • Acknowledge receipt within 3 working days
  • Review all information and evidence provided
  • Issue a written final decision within 10 working days

The decision made by Ability Training Awards at this stage is final.

5. Possible Complaint Outcomes

Following investigation, outcomes may include:

  • Complaint upheld – appropriate corrective actions will be implemented
  • Complaint not upheld – a full explanation will be provided
  • Further investigation required – additional quality reviews, audits, or monitoring may be undertaken

Where appropriate, complaints may result in corrective action plans, additional quality assurance checks, or sanctions in line with ATA policies.

6. Confidentiality and Record-Keeping

  • All complaints will be handled confidentially and impartially
  • Approved Centres must retain complaint records for a minimum of two years
  • Ability Training Awards may review complaint trends as part of ongoing quality assurance and monitoring

7. Appeals

If a complaint relates specifically to an assessment decision, accreditation outcome, or quality assurance finding, the complainant may have the right to appeal under the Ability Training Awards Appeals Policy.

Complaints and appeals are separate processes and must follow the relevant procedure.

8. Policy Review

This complaints procedure is reviewed annually to ensure it remains effective, fair, and aligned with Ability Training Awards’ standards and policies.

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