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Complaints
Policy

Introduction

At Windfarm Training, we are committed to providing high-quality training and excellent customer service. However, we recognise that sometimes things may not go as expected. This Complaints Policy explains how you can raise a concern or complaint, and how we will respond.

We treat all complaints seriously and use them as an opportunity to improve our services.

What Is a
Complaint?

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our services, including:

  • Course content or delivery

  • Trainer conduct or behaviour

  • Booking and administrative issues

  • Facilities or equipment

  • Communication or customer service

What Information
We Collect

Data Collection

We may collect and process the following types of personal data:

 

Contact details (e.g. name, email address, phone number)

Training and certification records

Employment and company details (if applicable)

Technical data (e.g. IP address, browser type, access logs)

Payment information (for course bookings)

How to Make a Complaint

We encourage you to raise concerns as soon as possible so we can address them promptly.

Step 1: Informal Resolution
If you are comfortable doing so, please raise the issue directly with a member of staff at the time. Many issues can be resolved quickly and informally.

Step 2: Formal Complaint
If you are not satisfied with the outcome, or prefer to raise the issue formally, please contact us via:

Email: info@windfarmtraining.co.uk
Subject line: "Formal Complaint – [Your Name]"

Please include:

  • Your full name and contact information

  • Details of the course (name, date, location)

  • A clear description of the issue

  • Any supporting evidence (e.g. screenshots, documents)

What Happens
Next?

Timelines

  • We will acknowledge your complaint within 3 working days.

  • A relevant member of our team will investigate the issue thoroughly.

  • You will receive a full response within 10 working days of acknowledgement.

  • If the matter is complex, we may extend this timeline and keep you updated throughout.

Appeals and
Further Action

Further Resolutions

If you are unhappy with the outcome, you may request an internal review by a senior manager. Please submit your appeal within 5 working days of receiving our decision.

​

If the issue still remains unresolved, you may refer your complaint to a relevant external body, such as:

​

The Awarding Body (for qualification-based complaints)

The Health and Safety Executive (HSE) (if related to health and safety)

Trading Standards or the Citizens Advice Bureau

We will guide you through this process if needed.

Sharing Your
Data

We may share your data with:

Awarding bodies or training partners (to issue certificates)

Payment processors (for course transactions)

IT service providers (for secure system operation)

All third parties are contractually bound to handle your data in accordance with UK GDPR.

Confidentiality and Record Keeping

Data Protection

All complaints are handled confidentially and in accordance with our Data Protection Policy. We keep a written record of all complaints and use them to identify areas for improvement.

Contact
Us

If you need assistance submitting a complaint or have any questions about this process, please contact:

Windfarm Training
info@windfarmtraining.co.uk

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