Complaints Procedure

2. What This Procedure Covers

This procedure applies to complaints relating to EMG's legal training and professional development activities, including:

• Course content, structure and relevance.

• Trainer expertise, conduct or delivery.

• The accuracy or quality of learning materials.

• Course administration, communications and arrangements.

• The learning environment and treatment of participants.

• Certificates of attendance or completion, where applicable.

• Other concerns directly related to the delivery of an EMG training programme.

Where a complaint concerns a separate consultancy engagement, the relevant contractual arrangements and any applicable complaint-handling provisions will also be considered.

 

3. Raising a Complaint

We encourage participants and clients to raise concerns as soon as reasonably practicable so that relevant information can be reviewed while it remains readily available.

Complaints should preferably be submitted in writing by email to:

 

Email: info@emguk.net
 

Organisation: EMG Associates (UK) Limited
Website: www.emguk.net

 

Please include the following information where applicable:

• Your name and contact details.

• The name and dates of the relevant course or programme.

• A clear description of the concern.

• The date or circumstances in which the issue arose.

• Any relevant supporting documents or information.

• The outcome or resolution you are seeking, if known.

We recognise that not every complaint will contain all this information. Where clarification is required, we may contact you for further details.

 

4. Informal Resolution

Where appropriate, EMG may seek to resolve a concern informally through clarification, discussion or another proportionate response.

Informal resolution is intended to address straightforward issues efficiently and constructively. It does not prevent a participant or client from submitting a formal complaint where the matter remains unresolved or is sufficiently serious to warrant formal consideration.

 

5. Formal Complaints Process

Formal complaints will be reviewed by an appropriate representative of EMG who is able to consider the matter fairly.

Depending on the nature of the complaint, the process may include:

1. Acknowledgement: Confirming receipt of the complaint.

2. Initial review: Assessing the issues raised and identifying any further information required.

3. Consideration: Reviewing relevant records, correspondence, course materials and comments from individuals involved, where appropriate.

4. Assessment: Considering the available information and determining whether further action is warranted.

5. Written response: Communicating the outcome and, where appropriate, any proposed corrective action.

Where a complaint concerns an individual who would ordinarily be responsible for reviewing it, EMG will seek to arrange an alternative reviewer where reasonably practicable.

 

6. Timescales

EMG aims to acknowledge complaints within five working days of receipt.

We aim to provide a substantive written response within 20 working days of receipt. If the matter is complex, requires further information or cannot reasonably be concluded within that period, we will endeavour to inform the complainant of the expected timescale and any relevant reasons for the delay.

These are target timescales. The actual time required may depend on the nature and complexity of the matter.

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7. Possible Outcomes and Corrective Action

Following consideration of a complaint, EMG may determine that no further action is necessary or that improvements or other remedial measures are appropriate.

Depending on the circumstances, possible outcomes may include:

• Clarification or correction of information.

• Additional communication or explanation.

• Amendments to course content or learning materials.

• Improvements to course administration or delivery.

• Further guidance or support for a trainer or member of the team.

• Other proportionate remedial action, where appropriate and consistent with applicable contractual arrangements.

Any outcome will depend on the circumstances and the information available. A particular remedy, refund, replacement course or other form of compensation is not guaranteed by this procedure.

 

8. Requesting a Further Review

If you remain dissatisfied with the outcome, you may request a further review by writing to info@emguk.net within 10 working days of receiving the outcome.

Please explain which aspects of the decision you believe require reconsideration and provide any additional relevant information.

Where reasonably practicable, the further review will be undertaken by someone who was not directly responsible for the original decision. EMG will consider the request and communicate its conclusion in writing.

9. Confidentiality and Fair Treatment

Complaints will be handled with appropriate discretion. Information will be shared only as reasonably necessary to review and respond to the complaint, subject to applicable legal obligations and other legitimate requirements.

EMG aims to ensure that complaints are considered objectively and that individuals involved have an appropriate opportunity to provide relevant information.

No person should be treated unfairly merely because they have raised a complaint in good faith.

 

10. Records and Continuous Improvement

EMG may maintain records of complaints, the steps taken to consider them and the outcomes reached, in accordance with applicable data protection requirements and its record-retention practices.

Where appropriate, complaints and related feedback may be reviewed to identify recurring issues, improve course delivery, strengthen administrative procedures and inform future quality assurance activities.

11. Scope and Limitations

This procedure describes EMG's internal process for handling complaints. It does not replace any rights or remedies available under applicable law or any separate contractual procedure that applies to a particular engagement.

Where a course is delivered in partnership with another organisation or is subject to specific external accreditation or professional requirements, relevant additional complaint-handling arrangements may also apply. Any applicable arrangements will be considered in the circumstances of the particular programme.

 

12. Contact Us

If you have a concern about an EMG course or service, we encourage you to contact us so that we can consider the matter appropriately.

 

EMG Associates (UK) Limited
Email: info@emguk.net
Website: https://www.emguk.net

 

Policy owner: EMG Associates (UK) Limited
 

EMG Associates (UK) Limited — Legal Training and Legal Consultancy