How Should I Complain?

Stage 1

All OriGym Centre of Excellence staff are trained to support our customers and are all keen to help, so you should first try to sort out any problem at the earliest opportunity by speaking to the person who dealt with your problem initially.

Stage 2

If they cannot help or you wish to speak to someone else please contact:

Student Services
T: 0800 002 9599
E: support@origym.co.uk

By either phone or email who will record your complaint with a receipt within 5 working days and respond to your complaint within 20 working days.

Where it is not possible to offer a solution you will be notified with a proposed time-scaled action plan.

Stage 3

If stage 2 is not possible, or if you are not satisfied with the help provided by this member of staff, then you can send an email to: support@origym.co.uk. If you are still not happy with the outcome, your complaint will then be taken to the next senior level manager, and following that to the head of department.

Internal Quality Assurance
OriGym Centre of Excellence
Exchange Court
1 Dale Street
Liverpool
L2 2PP

What Happens If My Complaint Is Upheld?

If any part of your complaint is upheld we will of course respond to the complainant accordingly and give due consideration to how we can improve our service and arrangements.

For example, by reviewing our procedures to assess the impact on our arrangements and assessment process (if relevant) or arranging for staff training. In extreme circumstances, internal disciplinary procedures may be exercised where the performance or behaviour of our staff is deemed inappropriate.

In situations where a complaint has been successful, or where an investigation following notification from Focus Awards indicates a failure in our processes, OriGym Centre of Excellence will give due consideration to the outcome and will, as appropriate, take actions such as:

• Identify any other learner, who has been affected by that failure.
• Correct, or where it cannot be corrected, mitigate as far as possible the effect of the failure.
• Ensure that the failure does not recur in the future.
• Compensate the learner if the centre is found it has compromised its own terms and conditions that form part of the contract between us and the learner in question.

For specific information related to appeals, please see Appeals Procedure.