Complaints Policy

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
• To make sure all complaints are investigated fairly and in a timely way.
• To make sure that complaints are, wherever possible, resolved.
• To gather information which helps us to improve what we do.

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.  

We are committed to ensuring that your privacy is protected. We will only collect, use, process and store your information when there is appropriate reason to do so in line with applicable law and your rights. Please read our full Data Privacy Policy for more information on how we collect, process and handle your personal information.

In order to ensure that your complaint is dealt with effectively, we ask that all complaints are submitted in writing, to ensure that we capture these in as much detail as possible. You can complain using the following ways:

• By e-mail

You can email your complaint to: reuben@kaom.co.uk  

• Via our website complaints form

Using this link: www.kaom.co.uk/complaints-form    

• By post:
  Office 20-22, Wenlock Road, LONDON, N1 7GU

When making a complaint please be sure to include the following information so that we can take the necessary steps to investigate and seek to resolve it.

• Your full name
• Your contact details
• Your relationship with KaOM. Please select from the following options:
                – Customer (Individual or Agency provider)
                 – Supplier (Training room hire)
                 – Other (please describe)
• Have you already made your concerns known informally to a member of KaOM staff?
• Please describe the nature of your complaint, being as specific as possible about the issue concerned and, where relevant, giving the nature of any member of staff with whom you have been in contact.
  
  

• We will review your complaint and if necessary speak to any member/s of staff involved.
  
  
• We aim to respond to your complaint within 5 working days of you making the complaint.
  
  
• We will investigate any complaints thoroughly and in a proportionate manner. If you are unsatisfied with the response provided, the complaint will be escalated for review by the Lead Tutor who will review the complaint and provide a response and/or resolution.
  
  

If you have any questions, please do not hesitate to contact us.