Complaints Procedure - Dale McLean Training
Effective Date: 06 October 2025
1. Introduction
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Dale McLean Training is committed to delivering the highest quality of service to all learners, employers, and partners. We value your feedback and aim to resolve all complaints promptly, fairly, and consistently.
If you feel that any part of our service has fallen below expectations, please let us know so we can investigate and take steps to improve.
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2. Scope
This policy applies to:
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Learners enrolled through Dale McLean Training.
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Employers or organisations engaging Dale McLean Training to deliver courses.
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Members of the public wishing to raise a concern about our services.
This policy covers complaints relating to the conduct, quality, or delivery of training and assessment services managed by Dale McLean Training, including courses delivered in partnership with BODYCORE Training Ltd.
It does not cover:
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Assessment decisions, which fall under the Appeals Policy.
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Suspected malpractice or maladministration, which are handled under the Malpractice and Maladministration Policy.
If a complaint is submitted that falls under another policy, you will be directed to the correct process.
3. Our Responsibilities
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Dale McLean Training ensures that:
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All staff, trainers, and assessors are familiar with this policy.
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Complaints are treated seriously and handled confidentially.
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Complainants are informed of the progress and outcome of their complaint.
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Appropriate corrective action is taken where necessary to prevent recurrence.
When a complaint involves a course delivered or certified through BODYCORE, Dale McLean Training will liaise directly with BODYCORE to ensure a coordinated response.
4. How to Make a Complaint
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We encourage all concerns to be raised as soon as possible so that they can be resolved informally where appropriate.
Stage 1 - Informal Resolution
In the first instance, please discuss your concern with the trainer, assessor, or member of staff involved. Most issues can be resolved quickly at this level.
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Stage 2 - Formal Complaint
If the issue is not resolved informally, or you prefer to submit a formal complaint, please complete the Dale McLean Training Complaints Form (available on our website or by request).
Email your completed form to: dale@bodycorehq.com
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You will receive written acknowledgment of your complaint within 5 working days, and a full written response within 20 working days. If additional time is required, you will be informed of the revised timeframe and reason for the delay.
Stage 3 - Escalation
If you are dissatisfied with the outcome at Stage 2, you may escalate your complaint in writing to Dale McLean:
dale@bodycorehq.com.
If, after the internal process, the issue remains unresolved and relates to a BODYCORE-certified qualification, you may refer your complaint to BODYCORE Training Ltd or, where applicable, directly to the awarding organisation (Focus Awards).
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Contact details for Focus Awards can be found at www.focusawards.org.uk.
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5. Confidentiality and Whistleblowing
All complaints are treated in strict confidence.
If you wish to remain anonymous, you may request that your identity is not disclosed during the investigation. However, please note that this may limit the ability to fully investigate the complaint.
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Dale McLean Training encourages a culture of openness and will not tolerate victimisation of anyone who raises a genuine concern.
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6. Outcomes and Corrective Actions
If your complaint is upheld, we will:
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Provide a clear explanation and apology.
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Take immediate corrective action where necessary.
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Review our internal procedures and staff training.
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Where appropriate, liaise with BODYCORE to address issues within shared services.
In cases where a process or service failure is identified, Dale McLean Training will ensure that it is corrected and measures are taken to prevent recurrence.
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7. Record Keeping
All complaints and their outcomes are documented and stored securely in accordance with UK GDPR requirements. These records are retained for a minimum of three years and reviewed during quality assurance and internal verification processes.
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8. Continuous Improvement
Feedback and complaints are reviewed regularly to help us improve our services. Lessons learned are discussed with assessors, mentors, and administrative staff as part of our ongoing quality improvement strategy.
9. Contact Details
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Dale McLean Training
Email: dale@bodycorehq.com
Phone: 07990 554462
If your complaint concerns a BODYCORE-certified course and remains unresolved, you may also contact:
BODYCORE Training Ltd
tobias@bodycorehq.com