COMPLAINTS

KRD Training is committed to providing a high quality service to all our clients. If you have a complaint regarding training please follow our company’s procedure which is set out below. All our Counsellors are self employed. For complaints about a Counsellor please follow their individual complaints procdure.

Stage One: Internal Complaints Process: Verbal Complaint

It may be possible to resolve a complaint by discussing it with the person concerned. You should raise your concerns within 7 days of the incident in question. Your Tutor / Counsellor will either fully investigate your concerns and address accordingly or request that you put your compliant in writing. If your complaint cannot be dealt with by the Tutor / Counsellor, then the written complaint will be passed to our Group administrator who will oversee and deal with the complaint on behalf of KRD Training. If you should feel unable to discuss your complaint with your Tutor / Counsellor then your complaint will go straight to stage 2.

Stage Two: Internal Complaints Process: Written Complaint

If you are not satisfied with the outcome of Stage One, or you feel Stage One is inappropriate in respect of your complaint or if you are no longer on the course, please put your complaint in writing within 21 days of the incident and send to:

Group Admistrator, 2 Bowden Hill, Ashburton, Devon. TQ13 7EA

The Group Administrator will send acknowledgement of receipt of the written complaint. Your concerns will be fully investigated and the Group Administrator may contact you directly for further information if required. A response will be sent to you within 28 working days.

Stage Three: Independent Complaints Reviewer: Appeal

If you feel that your complaint has not been dealt with in a satisfactory manner you can appeal the decision. An appeal must be made in writing within 14 days of receipt of the outcome of the complaint. The appeal must clearly state your reasons for appealing. The appeal will be assessed by our Independent Complaints Reviewer and an outcome to your appeal will be sent within 28 days of receipt of the appeal. Written appeals should be sent to:

Dr Katy Wakelin, School of Education, Jubilee Campus, University of Nottingham, Wollaton Road, Nottingham, NG8 1BB

Stage Four: External Complaints Reviewer.

KRD Training courses are Quality Assured by the National Counselling Society (NCS). If you are not satisfied with the outcome of your complaint you are advised to submit your complaint and the reasons for you dissatisfaction  in writing to the National Counselling Society. At this stage you will need to follow the NCS complaints procedure.

Please note that the NCS can only hear complaints on receipt of evidence that all the stages of KRD Training’s complaints procedure have bee completed.

The National Counselling Society, 19 Grafton Road, Worthing,, West Sussex. BN11 1QT