Complaints and Appeals Policy

Last Review: July 2026
Next Review: July 2027
Approved by: Head of Learning & Development

1. Company Details

Registered company name: Pyrometrix Ltd
Company registration number: 16302312
Registered office: 5 The Hawthorns, Maple Cross, Rickmansworth, England, WD3 9UH
Country of incorporation: England
Trading names for training delivery: Pyrometrix Ltd

2. Purpose & Commitment

Pyrometrix Ltd is committed to ensuring that all learners, clients, and stakeholders have access to a fair, transparent, and effective mechanism for raising concerns, complaints, or appeals. This policy is designed to promote confidence in our training services and to align with the principles of ISO 10002:2018 for complaints handling and ISO 9001:2015 for quality management.

We value complaints and appeals as opportunities to:

• Improve our services and training delivery.

• Correct mistakes quickly and fairly.

• Strengthen trust and transparency with learners and employers.

3. Scope

This policy applies to all learners, employers, trainers, consultants, and stakeholders engaged in Pyrometrix training programmes. It covers:

• Complaints relating to training delivery, facilities, administration, or staff behaviour.

• Appeals relating to assessment decisions or outcomes.

4. Guiding Principles

• Accessibility: The process is open, clear, and easy to use.

• Fairness: All complaints and appeals are handled objectively, without bias.

• Confidentiality: All submissions are treated in confidence, with information shared only where necessary.

• Timeliness: Complaints and appeals are acknowledged within five working days and resolved promptly.

• Continuous Improvement: Outcomes of complaints and appeals inform our quality assurance and continuous improvement processes.

5. Complaints Procedure

1. Informal Resolution

• Wherever possible, complaints should be raised informally with the trainer or Pyrometrix representative at the point of delivery.

• Most issues can be resolved quickly through dialogue.

2. Formal Complaint Submission

• If informal resolution is not possible, a formal complaint can be submitted in writing via email to caleb.smith@pyrometrixltd.com.

• The complaint should include the nature of the issue, relevant dates, and supporting evidence.

3. Acknowledgement

• All formal complaints will be acknowledged within five working days.

4. Investigation

• The Head of Learning & Development (or nominee) will investigate the complaint, reviewing evidence and speaking with relevant parties.

• A response will be provided within 20 working days.

5. Outcome

• The outcome will be communicated in writing, including corrective actions where appropriate.

• If the complainant is dissatisfied, they may escalate to the Appeals Process.

6. Appeals Procedure

1. Grounds for Appeal

Appeals may be submitted where a learner believes that:

• An assessment decision was unfair or inconsistent.

• Procedures were not followed correctly.

• Bias or discrimination may have occurred.

2. Submission

• Appeals must be submitted in writing to kevin.boon@pyrometrixltd.com within 10 working days of receiving the decision.

3. Review Panel

• Appeals will be reviewed by an independent panel consisting of the Head of Learning & Development and at least one external subject matter expert not involved in the original decision.

4. Decision

• The panel will review the case and provide a decision within 30 working days.

• The decision of the panel is final.

7. Monitoring & Continuous Improvement

• All complaints and appeals are logged in the Continuous Improvement Register

• Trends are analysed bi-annually to identify recurring issues.

• Corrective and preventive actions are implemented to strengthen delivery and assessment processes.

• Outcomes are reported at Board level.

8. Policy Review Cycle

This policy is reviewed annually by the Head of Learning & Development, with input from learner and employer feedback. Updates are made in line with best practice, ISO standards, and accreditor requirements.