Compliments and complaints procedure

Compliments Procedure

If you wish to formally compliment East Malling Short Courses on any aspect of its product or service including that received by individual members of staff please contact any member of East Malling Short Courses staff in writing via letter or email. You may also leave feedback on the relevant section of the website.

Complaints Procedure

A complaint will be logged as such if:

  • the customer is clearly stating either verbally or in writing that they want to make a complaint  OR
  • the customer is unhappy that a member of staff is unable to resolve an enquiry to their satisfaction and the member of staff asks the customer if they wish to make a formal complaint

Complaints made in writing must be sent to the Short Course Manager, East Malling Research, New Road, East Malling, ME19 6BJ.

East Malling Short Courses will make every effort to resolve any complaint quickly and will make at least an initial response within 5 working days.

The relevant parties will be contacted to give an account of the matters that are the subject of the complaint. The complainant’s identity is kept confidential from other parties. Depending on the nature of the complaint it may be handed over to a member of the East Malling Ltd senior management team to make a decision on what further action to take.

There will be no fee for submitting a complaint.

If, at any point, any of the parties involved wish to place the matter in the hands of their solicitors, East Malling Short Courses will make no further attempt to resolve the issue and will wait for legal action to take its course. This does not, of course, prevent any of the parties seeking legal advice.

Appealing to the Regulatory Authorities

Where the appeal or a complaint is in relation to an Ofqual or SQA approved qualification an appeal or complaint can be made to the appropriate regulatory authority (Ofqual  in England, Wales and Northern Ireland or SQA in Scotland). It is recommended that an appeal or complaint to the regulators should only be made when a centre or training provider has followed all stages of East Malling Short Courses procedures first.

Revised and updated August 2018