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 Feedback & Complaints Policy

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Accessibility Statement for Learners

We are committed to ensuring that all learners — including those with disabilities, learning differences, health conditions, or access needs — can fully engage with our courses, support services, and complaints procedures. We provide reasonable adjustments, accessible communication formats, and alternative submission methods wherever required. Learners who need support with accessing this policy, submitting feedback, or raising a complaint can request assistance by contacting enquiries.theptco@gmail.com or by asking for this policy in an alternative format (e.g., large print, audio, simplified text). No learner will ever be disadvantaged for requesting accessibility support.

1. Purpose of This Policy

The.Pt.Co Ltd is committed to delivering a high‑quality learning experience. We welcome feedback and take all complaints seriously. This policy ensures:

  • Feedback is encouraged and valued

  • Complaints are handled fairly, promptly, and transparently

  • Learners are protected from discrimination or negative treatment for raising concerns

2. Providing Feedback

You can submit feedback by emailing: enquiries.theptco@gmail.com

All feedback is treated confidentially and reviewed by theThe.Pt.Co LtdQuality & Learner Experience Team.

3. Making a Complaint

Stage 1 — Informal Resolution

Where possible, raise your concern directly with the staff member or team involved. Many issues can be resolved quickly at this stage.

Stage 2 — Formal Complaint

If the issue cannot be resolved informally, or you are not satisfied with the outcome:

Email full details to: enquiries.theptco@gmail.com

Include:

  • A clear description of the issue

  • Relevant dates, times, and names

  • Any supporting documents or screenshots

You will receive an acknowledgement within 5 working days and a full response within 10–14 working days. If an investigation requires more time, The.Pt.Co Ltd will keep you updated.

Confidentiality & Fair Treatment

  • Your information is handled confidentially

  • Details are shared only with staff directly involved in resolving the issue

  • You may request anonymity

  • You will not face discrimination or negative treatment for raising a complaint

4. Additional Information for Learners & Apprentices

  • The.Pt.Co Ltdmay change assessors at any time; this does not affect your learner rights

  • Assessors are not tutors and are not responsible for your academic progress

  • Meetings with assessors must be mutually agreed

  • You may be required to travel to meet an assessor if needed for assessment

  • If you do not receive contact from your tutor within 5 working days, email enquiries.theptco@gmail.com

  • You are not always required to meet your mentor in person; online or recorded alternatives may be used

5. Contact Details

For all feedback, accessibility requests, concerns, and complaints:

Email: enquiries.theptco@gmail.com Hours: Monday–Thursday, 9:00 AM–3:00 PM

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