Complaints Policy

Wells Media & Technology Academy Ltd trading as Wells Tech Academy is committed to providing professional education and responsive service.

We take complaints seriously. This policy explains how to raise a concern, how we handle it, and what you can expect from our process.

This policy covers complaints about admissions, programme delivery, learner support, fees, and general service quality. Complaints about how we handle personal data are handled under our Privacy Policy, which includes a separate data protection complaints procedure.

This process is available to prospective learners, applicants, enrolled learners, alumni, employers, partners, and other individuals who have interacted with our services.

A representative may complain on your behalf where you provide written authority or where we are satisfied they have appropriate authority to act.

We encourage you to raise concerns promptly so we can address them quickly.

Email: admin@wellstechacademy.co.uk

Telephone: 01452 340508

Post: Wells Tech Academy, Croydon & Gloucester, United Kingdom

Please include your name, contact details, programme or context (if applicable), a clear description of the issue, and the outcome you are seeking. Supporting documents may be attached.

Stage 1 — Acknowledgement

• We aim to acknowledge your complaint within 5 working days.
• We will tell you who is handling the complaint and provide a reference if applicable.

Stage 2 — Investigation

• We will investigate fairly and proportionately, which may include reviewing records, speaking with relevant staff, and asking you for further information.
• We will keep you informed if the investigation takes longer than expected.

Stage 3 — Outcome

• We aim to provide a written outcome within 20 working days of acknowledgement. Complex matters may take longer; we will tell you if so.
• Our response will explain our findings, any remedial action, and any further steps available to you.

If you are not satisfied with the outcome, you may request an escalation review by a senior member of the academy leadership team within 10 working days of our response.

We will conduct a final review and respond within 15 working days where practicable.

If your complaint relates to how we handle personal data, email us with the subject line "Data protection complaint".

We will acknowledge within 30 days and investigate in accordance with our Privacy Policy and UK data protection law.

If you remain dissatisfied, you may contact the Information Commissioner's Office at https://ico.org.uk or 0303 123 1113.

Complaints are handled confidentially and shared only with staff who need to investigate and resolve the matter.

We retain complaint records for a reasonable period to monitor quality, demonstrate compliance, and improve our services.

We will not tolerate abusive or threatening behaviour towards staff. We may limit contact or decline to investigate complaints that are repetitious, vexatious, or made in bad faith, while explaining our decision.

Depending on the nature of your complaint, you may have rights to pursue external remedies — for example, through alternative dispute resolution or the courts. Nothing in this policy limits your legal rights.

If you are a consumer, you may also use the Citizens Advice consumer service for guidance on your options.