Complaints Policy & Procedures

Introduction

This document sets out Harmonise Training Academy complaints policy and procedure and is aimed at our learners and all interested parties who encounter a direct or indirect service from Harmonise Training Academy.

Harmonise Training Academy values our learners who undertake one of our programmes of study. We are committed to providing the highest level of training and support possible and we are continuously striving to exceed learner expectations.

Therefore, it is important should you feel that you have encountered a level of service that is below both yours and our expectations that you raise any concerns you may have with us immediately so that we may address them and learn lessons appropriate to improving service level expectations.

Scope

This policy covers complaints that learners and members of the public may wish to make in relation to the qualifications offered by Harmonise Training Academy.

It is not to be used to cover enquiries about services offered by Harmonise Training Academy or appeals in relation to assessment decisions made by Harmonise Training Academy. These areas are covered by separate policies. Should a complaint be submitted which is in fact an appeal we will respond to inform the relevant party that the issue is being considered in accordance with our published Appeals Policy.

If you are unhappy about the way an examination or assessment was delivered or conducted and you suspect malpractice and/or maladministration may have occurred, you should send your concern to us in accordance with the arrangements as stated in our Malpractice & Maladministration Policy. This should occur as soon as possible to protect any associated evidence that may form part of your complaint.

Harmonise Training Academy responsibility

We advise that our staff and learners involved in the management, assessment and quality assurance of our qualifications, are aware of the contents of this policy and their individual responsibilities in relation to this.

How should I complain?

Stage 1

Harmonise Training Academy staff are trained to support our customers and are all keen to help, so you should first try to sort out any problem at the earliest opportunity by speaking to the person who dealt with, or is the cause of your issue/complaint.

Stage 2

If the Harmonise Training Academy staff member cannot help, or if you wish to speak to someone else regarding the problem, please complete our complaints form and pass it on to Clare Francis, Internal Quality Assurer Assessor and director, clare@harmonisetrainingacademy.com who will email you acknowledging receipt of your complaint within 5 working days and will respond within a solution/outcome within 20 working days.  Where it is not possible to offer a solution within 20 working days you will be notified of the rationale and the expected timescale for the response to be provided.

Stage 3

If stage 2 is not possible, and only where you have fully exhausted the process and you are unhappy with the outcome, there are further steps you can take.

For Pilates:

You can contact the accrediting body, Active IQ, directly if you feel there was a significant breach by Harmonise Training Academy. Active IQ’s various procedures are available here.  Contact details can be found on Active IQ’s website here.

For Yoga:

We fully uphold and comply with the policies and ethical standards set out by Yoga Alliance, including their Ethical Commitment, Scope of Practice, Code of Conduct, and Sexual Misconduct policies. If you experience or witness behaviour that may breach these standards during your time with Harmonise, we encourage you to raise it with us directly in the first instance, so we can address the concern promptly and appropriately.

If the matter cannot be resolved satisfactorily through our internal process, you are welcome to report it directly to Yoga Alliance via their website here. A member of the Yoga Alliance team will review reports in compliance with their Accountability Policy and take appropriate action.

Confidentiality and whistle blowing

Sometimes a complainant may wish to remain anonymous, however, it is always preferable to reveal your identity and contact details to support a comprehensive review/investigation. If you are concerned about possible adverse consequences, please inform us that you do not wish to divulge your identity.

What happens if my complaint is upheld?

If any part of your complaint is upheld we will of course respond to the complainant accordingly and give due consideration as to how we can improve our service and arrangements.  For example, reviewing our procedures and actions to evaluate the need/impact of any required changes to our existing arrangements and assessment processes (if relevant), or the need for additional for staff training. In extreme circumstances, internal disciplinary procedures may be exercised where the performance or behavior of our staff is deemed inappropriate.

In situations where a complaint has been successful, or where an investigation following notification from an accrediting body (Active IQ / Yoga Alliance) indicates a failure in our processes, Harmonise Training Academy will give due consideration to the outcome and will, as appropriate, take actions such as:

Thank you for your contribution and commitment to making our policy work.

Reviewed: December 2025