Momentum Training Solutions For Delegates and Clients

Momentum Training Solutions – For Delegates and Clients

1. Purpose

Momentum Training Solutions is committed to providing high-quality technical training services. We value all feedback and aim to resolve any complaints from delegates or clients promptly, fairly, and confidentially.

2. Scope

This procedure applies to all clients and delegates involved in any on-site training delivered by Momentum Training Solutions, including engineering, manufacturing, or health & safety-related courses.

3. Definition of a Complaint

A complaint is defined as an expression of dissatisfaction regarding the:

  • Quality or delivery of training
  • Conduct or professionalism of a trainer
  • Training materials or environment
  • Administrative or logistical arrangements
  • Health and safety concerns during training delivery

4. Informal Resolution

We encourage early and informal resolution where possible:

  • Delegates or clients should raise concerns with the trainer on-site or the Business Manager as soon as possible.
  • The trainer will attempt to resolve the issue immediately where appropriate and safe to do so.

5. Formal Complaint Process

If the issue cannot be resolved informally, the following steps apply:

Step 1: Submit a Complaint

    • Complaints should be submitted within 10 working days of the issue.
    • Email: tl@m-ts.co.uk
    • Or complete the Complaints Form available by request.

Please include:

    • Your name and organisation
    • Course details (title, location, date)
    • Description of the issue
    • Any relevant evidence or supporting information

Step 2: Acknowledgement

    • We will acknowledge your complaint in writing within 3 working days.
    • A complaint reference number will be issued for tracking.

Step 3: Investigation

    • A senior member of the team will review the complaint objectively.
    • Interviews may be conducted with the trainer or relevant parties.
    • Investigation will be completed within 10 working days, where possible.

Step 4: Outcome

    • You will receive a formal written response, including:
      • Summary of findings
      • Actions taken or planned
      • Any remedies offered (e.g. re-training, refund, corrective action)

6. Escalation

If you are not satisfied with the outcome, you may request an appeal within 5 working days of receiving the decision. Your complaint will be reviewed by a company director or a designated senior manager not previously involved.

Jack Edwards – Operations Director

7. Confidentiality and Records

  • All complaints will be treated confidentially.
  • Records are retained securely for 3 years for quality and compliance purposes.

8. Continuous Improvement

Complaints are reviewed regularly to identify trends and drive improvement in:

  • Course content and delivery
  • Trainer performance
  • Customer service and logistics

9. Contact Details

Momentum Training Solutions
Business Manager – Terri Lennon
Email: tl@m-ts.co.uk
Phone: 07761 632 376
Website: www.m-ts.co.uk