Complaints Policy

Policy statement:

At ICON Training, we will ensure that we will handle complaints quickly, effectively and in a fair and honest way.


To set out our rules on handling complaints ensuring compliance that must be satisfied in relation to identification, acknowledgement, investigation and resolution of complaints.

At ICON Training, we have ensured that there are a variety of ways that a complaint can be made:


61 Newport Road


NP26 4BR

By telephone: 01291 423655

By email:

In person: This can be done via one of ICONs Training Coordinators or ICONs IQA representatives

In writing: Feedback on learner or employer evaluations and satisfaction surveys or

comments provided during progress reviews with skills assessors.

Whistleblowing: All concerns raised will be treated fairly and properly, any individual making a disclosure will retain his/her anonymity unless he or she agrees otherwise.

ICON Training will ensure that no one will be at risk or suffering any form of retribution from raising a concern even if he/she is mistaken.

Our responsibility:

A response should be made within 5 working days of the complaint being received.

Sometimes, to investigate your concerns fully and provide a detailed response, we’ll need longer than 5 days. If this is the case, we’ll contact you after 5 working days to update you on our progress.

The complaint will either be resolved, or an outlined course of action will be sent to you within 10 working days.

Some complaints have specific procedures of their own, and follow different processes – for example, complaints about assessment decisions of ICON Training assessment.

ICON Training want to make sure that, wherever possible, your complaint is received directly by the correct team to prevent delays and ensure you get a timely response.

ICON Training ensure that any complaint that we receive we learn from, collective agree actions and outcomes to ensure the complaint doesn’t happen again in the future.