Complaint Handling Policy 2025

Trim Training Limited
Company Number: 14192835
Website: www.trim-training.co.uk
Email: support@trim-training.co.uk
Policy Version: 1.1
Policy ID: CHP-POL-001
Last Updated: 13 July 2025
Next Review Date: July 2026

1. Introduction

Trim Training Limited is committed to delivering high-quality digital courses, eBooks, and learning content. We take all complaints seriously and strive to resolve them promptly, fairly, and professionally.

This Complaint Handling Policy outlines:
• How to submit a complaint
• How we manage and investigate complaints
• Expected response times
• Escalation options
• How we learn from complaints to continually improve

This policy applies to complaints from individual learners, parents or guardians, and institutional clients (schools, youth organisations, agencies, and businesses).

All complaint handling is carried out in line with:
• Consumer Rights Act 2015
• Consumer Contracts Regulations 2013
• UK GDPR & Data Protection Act 2018
• Safeguarding law, where applicable

2. Scope of This Policy

This policy covers complaints relating to:
• Online course content
• eBooks and digital downloads
• Technical issues or LMS access
• Customer service interactions
• Payment or refund disputes
• Data protection concerns
• Misconduct or inappropriate content
• Concerns involving children or young people (ages 11–18)

It does not cover:
• Refund requests made outside the Refund Policy
• Issues solely caused by improper device settings or poor internet connectivity
• Complaints relating to third-party platforms (Stripe, PayPal, One.com, HubSpot, LMS
providers).
We will, however, guide you to the correct provider if needed.

Complaints should ideally be made within 30 days of the issue arising unless safeguarding-related.

3. How to Make a Complaint

3.1 Email (Preferred Method)
📧 support@trim-training.co.uk
Please include:
• Your name and contact details
• Order number or course title (if applicable)
• A clear description of the issue
• Supporting evidence (screenshots, dates, reference numbers)

3.2 Website Contact Form
Available on the “Contact Us” page.

3.3 Safeguarding Concerns
For concerns involving a child or young person, please contact us immediately.
These complaints are treated as urgent and prioritized under our safeguarding obligations.
Please avoid submitting unnecessary sensitive personal data unless directly relevant.

4. How We Handle Complaints

Trim Training follows a structured, four-stage process:

Stage 1: Acknowledgement

You will receive an acknowledgement within:
• 48 business hours for standard complaints
• Same day for safeguarding or serious welfare concerns
You will be provided with:
• Confirmation of receipt
• A reference number
• Expected response times

Stage 2: Investigation

A trained staff member will:
• Review your complaint thoroughly
• Check account, purchase, and LMS access logs
• Request additional information if needed
• Review relevant policies, procedures, and technical documentation
• Consult technical support where necessary

If essential information is missing, we may pause the investigation until it is provided.
Typical investigation time: up to 7 business days.

Stage 3: Resolution

You will receive a written response that includes:
• A clear summary of our findings
• Any corrective actions taken
• Remedies available to you
• Further guidance or support options

Possible outcomes include:
• Restoring or extending course access
• Providing replacement downloads
• Correcting account or technical issues
• Issuing refunds (in line with our Refund Policy & Terms of Sale)
• Improving internal processes based on your feedback

Stage 4: Escalation

If you are dissatisfied with the outcome, you may request escalation.

Your case will be reviewed by:
Noel Wilson,
Director, Trim Training Limited.

A further written response will be provided within 10 business days.
The Director’s decision is final.

5. Safeguarding and Serious Concerns

If a complaint involves:
• A child or young person
• Disclosures of harm, risk, neglect, or abuse
• Safety concerns
• Welfare concerns

Trim Training will:
• Prioritise the complaint immediately
• Follow safeguarding procedures
• Take proportionate action to protect the individual
• Share relevant information with the appropriate authorities where required by law

This may include police, social services, or safeguarding agencies under:
• Children Act 2004
• Working Together to Safeguard Children (2018)
• UK GDPR Article 6 (Legal Obligation) and Article 9 (Vital Interests / Substantial Public Interest)
Safeguarding complaints bypass standard timelines where necessary.

6. Data Protection and Confidentiality

• All complaint information is processed in line with UK GDPR and the Data Protection Act 2018.
• Complaint records are stored securely within our HubSpot CRM or equivalent system.
• We retain:
◦ Complaint records for 2 years
◦ Safeguarding-related records for up to 25 years (best practice)
• Data will only be shared when legally required or necessary for investigation.
• You may request access to, or correction of, your complaint information at any time.

7. Remedies and Outcomes

Depending on the nature of your complaint, potential remedies include:
• Reinstating or extending course access
• Providing replacement downloads
• Correcting account errors
• Providing clear explanations and guidance
• Issuing refunds within policy rules
• Offering alternative solutions
• Implementing internal improvements
• Providing additional training for staff

8. Customer Responsibilities

To help us resolve your complaint efficiently, we ask that you:
• Provide accurate, truthful information
• Respond to further information requests promptly
• Communicate respectfully
• Report safeguarding concerns immediately
• Avoid sending sensitive personal data unless essential

We reserve the right to limit or cease communication in cases of:
• Abusive, threatening, or discriminatory behaviour
• Malicious or repeated complaints without new evidence
• Misuse of the complaints process

9. Linked Policies

This policy operates in conjunction with:
• Privacy & Data Protection Policy
• Terms & Conditions of Sale
• Refund Policy
• Cookie Policy
• Safeguarding Statement (if implemented)
• Terms of Website Use (recommended)

10. Policy Review and Updates

We review this policy annually or sooner if:
• Legal requirements change
• Our systems or services evolve
• Feedback identifies areas for improvement
Significant changes affecting customer rights will be communicated via our website or email.
Next scheduled review: July 2026.

Signed:

Noel Wilson
Director, Trim Training Limited
Date: 13 July 202