Summary: Arena Training Centre is committed to meeting and exceeding customer experience by providing high quality products and services. We welcome your comments, suggestions and feedback. This policy explains how to make a complaint, how we investigate it, and what to do if you are unhappy with the outcome. Complaints should be submitted to ian@arenatraining.co.uk within one month of the issue occurring.
What is a Complaint?
A complaint is an expression of dissatisfaction of the services and/or products provided by Arena Training Centre (ATC). ATC is committed to meeting and exceeding our customer experience and providing high quality products and services. We welcome your comments, suggestions and feedback on the level of service you have experienced when using any of our products or services.
This policy does not cover any appeals decisions in relation to decisions made by ATC; this is covered separately by our Appeals Policy. Should a complaint be submitted which is in fact an enquiry or an appeal, we will inform you that the issue is being considered in accordance with the relevant policy.
If you are unhappy about the way an examination or assessment was delivered or conducted and you suspect malpractice may have occurred, you should send your concern to us in accordance with the arrangements in our Malpractice and Maladministration Policy.
How to Make a Complaint
If you are not satisfied with the service you have received from ATC, please send a written complaint to ian@arenatraining.co.uk. Written complaints should be submitted within one month of the event or issue occurring which you are complaining about.
Subject to receiving contact details, we will:
- Acknowledge receipt of your complaint within 2 working days.
- Aim to investigate the complaint within 10 working days. If your complaint is more complex, we may extend this to 30 working days.
- Contact you within this period to seek further information or clarification if needed.
- Provide written confirmation of our decision at the end of the investigation.
Process
- We will ask you to provide us with as much information/evidence as possible via email to enable us to effectively follow through on your complaint.
- We will consider each complaint sensitively and carefully, and decide upon an appropriate initial response.
- In line with the General Data Protection Regulation (GDPR), we may share with third parties information received in the disclosure where we consider it legally necessary to do so. You have the right to object to the processing of your personal data on the basis of legitimate interests.
- Where required by law, we may also process your personal data if required by law, including responding to requests by government or law enforcement authorities, or for the prevention of crime or fraud.
- We will base any investigation on the complaint given at the time. Any new information received after an investigation has commenced will be treated as a separate investigation.
- There may also be occasions where it is not appropriate for us to investigate a complaint due to circumstances, such as the disclosure falling outside our remit. In this case we may recommend another course of action.
- We reserve the right to cease corresponding with a complainant where we believe, in our reasonable opinion, the complaint may be vexatious.
Confidentiality
ATC recognises that the decision to report a concern can be a difficult one to make; all complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 2018 and any subsequent data protection regulations.
When making a complaint it is always preferable to reveal your identity and contact details to us. However, if you wish to remain anonymous please inform us that you do not wish for us to divulge your identity. We are not obliged (as recommended by the regulator) to disclose information if to do so would be a breach of confidentiality and/or any other legal duty. If you wish to remain anonymous we will investigate such complaints in accordance with our Whistleblowing policy and relevant legislation.
Privacy Statement
It is necessary for us to collect and hold personal information about you in order to investigate your complaint. We will hold the information you provide to us securely and use it to help us to investigate your concerns. For more information please access our ATC Privacy Policy and ATC Confidentiality Policy.
What Personal Data We Collect and Who Has Access to It
- We will ask for your name and contact details.
- We will also ask you what your complaint is about, including which centre/member of staff it relates to.
- Your information will be shared internally with limited ATC staff in order that we can handle, investigate and respond to your complaint.
- We may also share your information with other organisations, such as the regulators, government departments, enforcement agencies and the police if we think it is necessary to do so.
- There may also be certain circumstances where we are required, by law, to share your information.
What if I Am Not Happy with the Decision?
If you are dissatisfied with the outcome of the complaint, you may appeal this within 20 working days of ATC's decision being communicated. Appeals should be made to the Managing Director ATC. For appeals relating specifically to assessments please see our Appeals Policy.
Review Arrangements
We will review this policy annually as part of our self-evaluation arrangements and revise it in line with any feedback from customers, learners, regulatory authorities or external agencies, or changes in our practices.
Reviewed: 9 August 2026 · Next Review: 9 August 2027