Complaints and concerns policy

Authors:
Mr Satya Pal Singh, Dr Mian Aziz

Roles: Course Directors – Manchester Medical Academy and Manchester Academy of Procedures and Skills

Version: 1
Date: February 2026
Review Date: February 2027

1. Purpose

Manchester Medical Academy is committed to delivering high-quality education and maintaining a safe, respectful, and supportive learning environment for all participants attending the HALO Procedures Course.

We recognise that concerns or complaints may occasionally arise. This policy outlines a clear and fair process for raising, reviewing, and resolving concerns. Feedback and complaints are valued as an opportunity to improve the quality, safety, and effectiveness of our courses.

2. Who Can Raise a Concern

This policy applies to concerns raised by:

Course participants or delegates
Faculty members
Administrative staff
External stakeholders involved in course delivery

Concerns may relate to:

Course organisation or administration
Teaching or educational delivery
Participant welfare or safety
Professional conduct during the course
Facilities, equipment, or course logistics

Complaints relating to professional misconduct, not related to the course delivery, should be directed to the appropriate regulatory body (e.g., GMC, NMC, HCPC).

3. Definition of a Complaint

For the purposes of this policy, a complaint is defined as:

“Any expression of dissatisfaction regarding the course or its delivery that requires investigation and response.”

4. How to Raise a Concern

Concerns can be raised through any of the following methods:

Speaking directly with a faculty member or Course Director on the day
Emailing the Course Director
Written communication following the course

Contact details:

complaints@manchestermedicalacademy.com

Where possible, concerns raised during the course will be addressed immediately.

5. Initial Response

When a complaint or concern is received, the following steps will be taken:

The concern will be acknowledged within 24 hours where possible.
The concern will be recorded in the Academy’s Comments, Compliments and Concerns log (CCC log).
The Course Directors will determine the appropriate person to review the matter (faculty member, administrative team member, or Course Director).

6. Review and Investigation

Depending on the nature of the concern:

Minor administrative issues may be addressed directly by the administrative team.
Educational concerns may be reviewed by a senior faculty member.
More significant issues will be reviewed by the Course Directors.

All concerns will be reviewed objectively and fairly. Where necessary, additional information may be requested from those involved.

7. Response to the Complainant

Following review of the concern:

A written response will normally be provided within 14 days.
The response will address the issues raised and explain any actions taken.
Where appropriate, an apology will be provided.

If further time is required to investigate the matter, the complainant will be informed of the delay and updated accordingly.

Refunds or course fee adjustments may be considered at the discretion of the Course Directors

8. Escalation

If the concern cannot be resolved satisfactorily at the initial stage, the matter will be reviewed by the Course Directors.

Where appropriate, advice may also be sought from senior faculty members involved in the course.

The decision of the Course Directors will normally represent the final stage of the internal complaints process.

9. Confidentiality

All complaints and concerns will be handled confidentially and with sensitivity. Information will only be shared with those involved in reviewing and resolving the matter.

10. Recording and Quality Improvement

All concerns and complaints are recorded in the Academy’s Comments, Compliments and Concerns (CCC) log.

This log is reviewed periodically by the Course Directors to:

identify recurring issues
improve course delivery
enhance participant experience
strengthen governance processes

11. Record Retention

Records relating to complaints will be retained securely for a period of six years following the final correspondence.

12. Review of Policy

This policy will be reviewed annually by the Course Directors to ensure it remains appropriate for the course and reflects good practice in medical education governance.