This policy sets out how anyone who uses National LifeSkills Academy's services can raise a complaint, and how NLSA deals with it.

Who can complain

Learners, purchasing organisations such as schools and employers, and anyone else who uses or is affected by NLSA's services can make a complaint.

What this policy covers

Any aspect of NLSA's service, including course content, access and technical problems, how quickly we respond, and the conduct of anyone working for NLSA.

• To challenge an assessment result or a decision about a certificate, use the Appeals Policy.
• A concern about the safety or welfare of a learner or a young person is handled straight away under the Safeguarding Learners Policy or the Child and Young Person Safeguarding Policy.
• A concern about how your personal data is used is handled under the Data Protection Policy.

How to complain

Please write to director@nlsa.uk, or by post to NLSA Ltd, 142-143 Parrock Street, Gravesend, Kent, DA12 1EY. Tell us what happened, when, and what you would like us to do. Include any supporting documents.

Please complain within 30 calendar days of the event or of the end of the service. We will consider a later complaint where there is a good reason for the delay.

How we handle a complaint

Step 1: Acknowledgement

We acknowledge your complaint within two working days.

Step 2: Investigation

The complaint is investigated fairly by someone who was not the subject of it. We may ask you for more information. Artificial intelligence is not used to decide the outcome.

Step 3: Response

We aim to send a full written response within 30 calendar days of receiving the complaint. It explains what we found, the reasons for our conclusion, and any action we will take. If we need more time, we tell you why and when to expect a response. We keep you informed throughout.

If you are not satisfied

You may ask for the outcome to be reviewed. Our response explains how. Where a course is accredited, you may then contact the accrediting body. For concerns about personal data, you may also contact the Information Commissioner's Office.

Our commitments

• Making a complaint does not affect your access to a course.
• No one is treated unfairly for making a complaint in good faith, or for helping with an investigation.
• Complaint information is kept confidential and shared only with those who need it, under the Data Protection Policy.
• A record of every complaint and its outcome is kept for six years. Complaints are reviewed for patterns, and what we learn is used to improve our courses and services.

Your legal rights

Nothing in this policy affects your statutory rights. NLSA's liability is set out in its Terms and Conditions.

Review

This policy is reviewed annually, and sooner if law or practice changes.

National LifeSkills Academy Ltd  |  Complaints Policy  |  v2.0 September 2026