COMPLAINTS PROCEDURE

Amy Jones if committed to providing the highest levels of care to her to all in her classes, and training and mentoring courses.  If you are in anyway dissatisfied with her service please let her know as soon as possible.  Please feel you can talk freely to Amy Jones about any issues relating to the course that has not met with your satisfaction.  This will also help her to continually improve her courses and provide an even better service to future trainees. 

Amy Jones will take all complaints seriously and will address your concerns promptly, fairly and politely.  She will aim to resolve all complaints as quickly as possible, in a reasonable amicable manner.  The length of time will depend on the nature of the complaint, but she will endeavour to acknowledge receipt of your complaint within 24 hours, and work quickly to come to a satisfactory conclusion within a reasonable time scale.

Any correspondence will be treated in strictest confidence.  With the exception if others could be put at risk by the matter of the complaint.  In which circumstance information will be shared on a need to know basis only.  Amy Jones will make it clear if any information will need to be shared and whom to. If for any reason a student feels uncomfortable about complaining on their own, they may be accompanied by another student(s).

What to do if you have a complaint:

Method of contacting Amy Jones.

Step 1: Verbal

An informal, minor complaint, that you feel can be easily resolve by a verbal discussion and resolution with Amy Jones.  Both parties will agree verbally the complaint is closed.

Step 2: Written

For more serious complaints, or ones that have not been resolved at step 1 all parties will give detailed written accounts of the complaints.  All verbal discussion relating to the complaint(s) and steps that have been taken so far to resolve the complaint(s) will be written down.  These written accounts should be evidence based.  Amy Jones will carry out any necessary investigations and produce written evidence of this.  All parties will agree to a formal action plan that provide appropriate redress, offer any necessary compensation and give opportunity for review if standards on either side have not been met.   The agreed action plan will satisfy the complaint and when the action is carried out the complaint is closed. 

Step 3: Extreme circumstances

If a complaint(s) is not satisfied by the result of the investigations and the actions taken by Amy Jones in step 2, complainants have the right to appeal through Yoga Alliance Professionals.  Contact Yoga Alliance Professional with the details of your dissatisfaction that will be investigated by them.

Address: 25 Rodney Street Edinburgh Midlothian Eh7 4EL

Phone: 0800 088 6067 / 0131 659 992

www.yogaallianceprofessionals.org