Learner Complaints Procedure

Harmonise Training Academy provide a formal route for learners wishing to complain about its services.

All complaints will be treated seriously and confidentially. Please note that in order to properly investigate your complaint it may be necessary to disclose limited, relevant information, to third parties in the form of personal data i.e., information from which you can be identified. Information about a complaint will only be given to people directly and everyone involved will be advised of the need for confidentiality.

A complaint or dissatisfaction with our service can be brought to the attention of Clare Francis, Quality Assurance Managerin writing. Our address is:

Clare Francis
Revitalise (c/o Harmonise Training Academy)
123a Western Road
Hove
BN3 1DB

Alternatively, you can e-mail clare@harmonisetrainingacademy.com

We will ensure acknowledgement of your complaint is made in writing within 48 hours, giving an indication of our proposed action. A considered response would then normally be made within 10 working days. You should include:

Our procedure covers all complaints about course delivery and administration, administrative support, quality assurance services, supporting resources including any allegations of discrimination or harassment and wherever possible we hope to satisfactorily resolve your complaint.

All reports will be handled sensitively, and we are committed to ensuring that appropriate action is taken in accordance with our own internal procedures and our accrediting bodies’ established policies.

If, following our full response, you feel that your complaint has not been adequately addressed then you have the right to appeal in writing to the Director of Harmonise Training Academy at the above address setting out the reasons for your continued dissatisfaction. The director will respond with a final decision concluding the matter.

If you have exhausted the Harmonise Training Academy complaints procedure and your complaint has not been adequately addressed, there are further steps you can take.

For Pilates:

You have the right to forward your complaint to YMCA Awards.
Please provide full details of the complaint and action taken so far to the following address:

Customer Service Manager
YMCA awards, 112, Great Russell Street
London
WC1b 3NQ

YMCA awards will confirm receipt of the complaint within 48 hours. A considered response will be given within 14 days.

If YMCA awards are unable to resolve the complaint it will be referred to the Chair of the Independent Committee for final investigation and resolution.

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.

Reviewed: April 2025