Complaints Policy

(Effective 1st December 2021)

Accountancy Learning recognise that learners and employers have a right to raise concerns or complaints about our services and have access to clear information on how to voice complaints or concerns.

Accountancy Learning will take any concern or complaint made against the company or any member of staff, seriously, and will investigate it promptly with a view to a quick resolution. We will ensure that complaints are dealt with confidentially, where possible, consistently, fairly and sensitively within clear time frames. Complaints will be investigated fully, objectively and within the stated time frame, after which we will notify the complainant of the results of the investigation and any right of appeal. There are three stages to the complaints procedure. (Informal, Formal and Appeal)

A complaint is any expression of dissatisfaction by an individual, whether justified or not. An individual may make a complaint if the feel Accountancy Learning has:


  • Failed to provide a service or acceptable standard of service
  • Made a mistake in the way the service was provided
  • Failed to act in a proper way
  • Provided unfair service



Stage One – Informal

Accountancy Learning encourages learners, staff, and employers to aim to resolve any issues or concerns through open and informal procedures in the first instance by speaking to an appropriate member of staff. In the case of learners this could be their Tutor, in the case of staff, their Line Manager, or if regarding their Line Manager then a Senior Management Team member. Employers should speak with the Senior Management Team directly.

Once issues are raised guidance and advice will be given as to how to proceed to resolve the issue.

Stage Two – Formal

If the complainant is not satisfied with the informal procedure they can submit a formal complaint via one of the following methods.

Telephone: 01392 435364 asking to speak to the Operations Manager

Email: [email protected]    

Letter: Accountancy Learning Ltd, Southernhay Lodge, Barnfield Crescent, Exeter. EX1 1QT


  • Written receipt of the complaint will be acknowledged within 2 working days from when the complaint was received.
  • A member of the Senior Management Team will fully investigate the complaint, which may include further discussions, clarifications or meetings with the complainant.
  • Accountancy Learning will provide a full response within 15 working days outlining the outcomes of the investigation in writing. Should this not be possible due to further detailed enquiries being undertaken, or staff absence, etc – we will issue an interim response explaining the current position and when a full reply can be expected.


Stage Three – Appeal

If the complainant is not satisfied with the outcome they may appeal the decision, in writing, to an appointed person, within 5 working days from the date the outcome letter was received. The appointed person should be a senior staff member who has no involvement in the complaint or investigation.

All complaints will be monitored, and where possible, used to improve and develop the services provided by Accountancy Learning.

Stage Four – Final Arbitration Process

If the complainant is still not satisfied with the outcome they should email complaints to [email protected], or put them in a letter to:

Customer Service Team,
Education and Skills Funding Agency
Cheylesmore House
Quinton Road
Coventry CV1 2WT  

Policy Review

This policy should be reviewed annually by the SMT.

Last reviewed 30 November 2021.  Next review 30 November 2022.




                               Simon Deane                                                                     Prue Deane

                               Director of Training                                                           Director of Operations

                               Accountancy Learning Ltd                                              Accountancy Learning Ltd

                               Date:   16 December 2021                                               Date: 16 December 2021