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We take concerns seriously and use them to improve programme delivery and customer service. Raising a genuine complaint will not disadvantage a learner, family, customer or member of staff.
Urgent safety or safeguarding concerns
Do not wait for the general complaints process where someone is in immediate danger, call 999. Safeguarding allegations, disclosures or serious safety concerns should be raised through the safeguarding route without delay.
1. Early resolution
Where appropriate, first raise the issue with the staff member, instructor or contact managing the booking. Many practical problems can be corrected quickly. You may proceed directly to a formal complaint where the issue is serious, sensitive, repeated or unsuitable for informal handling.
2. Formal complaint
Email info@3dprintingacademy.uk or write to the registered office with:
- Your name and preferred contact details.
- The booking, programme, school or service concerned.
- A clear description of what happened and when.
- Relevant documents or correspondence.
- The outcome you are seeking.
We aim to acknowledge a formal complaint within 3 working days and provide an initial written response within 10 working days. Complex matters may take longer. If so, we will explain the reason, identify any information needed and provide an updated timescale.
Data-protection complaints
A concern about how personal information was collected, used, shared, retained, secured or disclosed is handled under the Data Protection Complaints Procedure. Where one complaint includes service and privacy issues, we will coordinate the investigation while applying the correct legal timetable to each part.
3. Internal review
If you remain dissatisfied, request an internal review within 14 calendar days of the response. Where reasonably possible, the review will be conducted by someone who was not the original decision-maker. It will consider whether the complaint was handled fairly, relevant information was considered, conclusions were supported and the proposed outcome was reasonable.
4. External options
After the internal process, a consumer may seek independent advice, contact an appropriate regulator, consider alternative dispute resolution where available, or use the courts. We will identify a certified ADR body where law requires us to do so. We are not obliged to participate in a particular ADR process unless legislation or a contract requires it.
Privacy concerns may be referred to the Information Commissioner’s Office. Safeguarding concerns may be referred directly to the school, local authority, police or another appropriate safeguarding authority.
Possible outcomes
Depending on the findings, outcomes may include an explanation, correction, apology, service change, staff guidance, repeat performance, transfer, refund or another proportionate remedy. A requested outcome is considered but is not guaranteed.
Records, confidentiality and fairness
Complaint information is restricted to people who need it to review, respond, obtain advice or comply with legal and safeguarding duties. We retain records only for as long as necessary for accountability, service improvement, legal claims, safeguarding and regulatory requirements.
