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Complaints Policy and Procedure 

1. Policy   1.1 The Hammam Academy is committed to providing a high quality service for all its students, employers and clients. This policy sets out the process for all learners, apprentices and employers to make a complaint about the service provided by The Hammam Academy. This policy is intended to welcome and to try to satisfy complaints and to use the information to improve the services it offers.

1.2 The Hammam Academy will deal with legitimate complaints in a fair, prompt and objective manner.

1.3 Complaints will be handled without recrimination and the complainant, whether a learner or employer will not be disadvantaged by raising a complaint.

1.4 Anonymous complaints will not be accepted.

1.5 All information will be kept in strict confidence and shared only on a need to-know basis. The Hammam Academy staff are expected to respond positively to complaints and to alert the complainant to the Complaints Procedure.

1.6 The Hammam Academy will be fair in its treatment of all those who complain irrespective of all protected characteristics under the Equality Act 2019. 1.7 Complaints will be dealt with promptly and constructively. The outcomes of any complaint will be shared with the complainant and any staff involved. Complaints made which, on investigation, turn out to be malicious, may result in disciplinary or other further action.

2. Procedure

2.1 Informal Complaint – Where possible, the complainer should speak directly to those involved and try to resolve the matter first hand. For apprentices, they may wish to raise a complaint through their workplace line manager. The aim is to resolve the problem directly and informally at the earliest opportunity. It is anticipated that complaints will usually be resolved in this manner. If this is not possible or the claimant remains dissatisfied then they should proceed to step 2.2.

2.2 Formal Complaint – The complainant should complete and return a `Notification of Complaint’ form (Appendix A) to the Quality Manager at The Hammam Academy, Hammam Training. The form can be downloaded at the bottom of this page.

2.3 Receipt of the complaint will be acknowledged within 3 working days.

2.4 The complaint will be reviewed by the Quality Manager. They will decide whether the nature of the complaint impacts on the quality standards of delivery or if it relates to other areas of the business which does not affect teaching and learning, the apprenticeship or the assessment process.

2.5 The Quality Manager will investigate the complaint accordingly. Those involved in the complaint will have the right to attend any scheduled meetings to express their views in person.

2.6 The complainant will receive a written response within ten days, setting out the result of the investigation and the action that will be taken. If the investigation is likely to exceed ten days, the candidate will be contacted and told when we expect a response will be available.

2.7 Escalation – If the complainant feels the complaint has not been satisfactorily resolved by the Quality Manager the complainant should refer their complaint to the appropriate external body. Contact details will be supplied directly to the complainant when all other avenues of the complaint have been exhausted.

Refund policy

Key Terms

Course fee – 

The total amount payable for the chosen course.

Induction – 

Before a learner can formally start on their course, they must complete an induction. The induction contains the full centre policies along with instruction and tuition for using the virtual learning environment.  During this activity, The Hammam Academy will collect important information to be able to register learners with the awarding organisation. (Please see the Privacy Notice for more information about how we use your data.)


Enrolment –

Enrolment occurs once a learner completes the induction.

Refund Due

  1. Any refunds will be made to the person or organisation that paid the original fee and by the same payment method, except where the payment method was cash, in which case the refund will be made by bank transfer and we will request your bank details.

  2. Please note that refunds will not be immediate. However, they will be processed in a timely manner, but are subject to the The Hammam Academy authorisation process and bank processing timings.

  3. If a learner wishes to withdraw from a course before they have enrolled and it is within 14 days of payment, then a full refund will be due. If the course fee was due to be paid via instalments then all the associated future payments will be cancelled and the initial course deposit will be refunded.

  4. If a learner wishes to withdraw from a course after the initial 14 days, but before 30 days and they are not yet enrolled, a refund less a £100 administration fee will be due. If the course fee was due to be collected via instalments and a total of £100 has not been collected yet, £100 will need to be paid before the instalment agreement can be terminated.

  5. No refund will be paid after the 30 days period.

  6. We are not able to offer any amount of refund once the learner has enrolled on the course.


Here at The Hammam Academy, we expect all staff and learners to be treated and to treat others with respect. Our aim is to provide a working and learning environment free from harassment, intimidation or discrimination in any form that may affect the dignity of the individual.

If any learner or staff member feels that they have been unfairly discriminated against due to race, religion, belief, nationality, ethnic origin, sex, sexual orientation, marital status, age, disability or domestic circumstances please contact for advice, support and guidance.

If you have any ideas for us to consider in this regard, please email the same email address with your suggestions.


The academy vision, mission and values are important because they provide the academy with the means to work together in a learning community, despite our many individual differences. We expect all staff and learners to subscribe to these values, regardless of their faith or beliefs.

The Hammam Academy believes that every individual should be treated with courtesy, fairness and we respect the rights and beliefs of each other, regardless of gender, marital status, age, disability, race, religion, sexual ordination or position within the organisation. Any individual, who opposes these values due to personal, religious or cultural beliefs, must expect their viewpoint to be challenged by the academy community.



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