Complaints Policy

Policy Principle

iungo Solutions Limited (“iungo”) is a new generation of Digital & Green Skills training provider developing and delivering employer-led immersive and experiential learning programmes for priority growth sectors.

We strive to provide a high quality service that meets the needs of our customers and stakeholders at all times. However, where on occasions that service may fall short of expectations, we aim to provide a clear, transparent and timely process for investigating and resolving complaints.

Policy Scope

This Policy applies to current and former participants, parents, guardians and carers of participants, employers, and the wider public.

Anonymous complaints are not applicable under this Procedure but may be informally investigated at the Human Resource Officer’s discretion. If the content of an anonymous complaint falls within the domain of the Public Interest Disclosure Act 1998, it will be investigated under the Whistleblowing Policy.

What is a complaint?

We will treat any expression of dissatisfaction about our service or individual conduct as a complaint and will apply the Complaints Procedure accordingly to resolve the matter. However, we ask you to contact us in writing as outlined in Section 5, so that we can consider the matter properly.

Complaints include but are not limited to:

a problem with the quality of the product or service you have received.
a problem with availability of the product or service you have received.
excessive or unnecessary wait times experienced.
a problem or deficiency in the support you have received, or should have received.
inconsistencies, errors or poor communication.
a poor or negative experience involving a iungo representative.

How to complain?

In the interests of a speedy resolution, you should email your complaint to complaints@iungo.solutions. Alternatively, you can write to us at the following address:

iungo Solutions, West Bute House, 33 – 35 West Bute St, Cardiff Bay, CF10 5LH.

Please ensure that you state that you are making a complaint, set out your concern in writing as clearly as possible, and provide your contact details. This will ensure that we respond to your complaint promptly.

What you can expect from us

We take legitimate complaints seriously and respond to them in accordance with our Complaints Procedure.

Our Service Standards

We aim to respond to complaints promptly, managing their contents sensitively, whilst conducting a fair and thorough investigation. We will always strive to reach a meaningful and satisfactory resolution as swiftly as possible. We will also treat you fairly and be courteous and helpful at all times. We ask that you are also courteous and fair with our employees at all times.

We will keep full and accurate records of all complaints we receive so that we can monitor the types of problems reported to us, the best way to resolve them and how long we are taking to deal with complaints. This also helps us to take a closer look at how we can improve in the future.

We investigate complaints thoroughly and impartially, without discrimination or prejudice. We aim to resolve matters as promptly as we can, but if a complaint gives rise to serious issues, we may need to take extra time in order to investigate it fully and properly so that, wherever we can, we resolve the issue swiftly, take learnings from it, and make improvements accordingly.

We will ensure that all decisions we make are proportionate, appropriate and fair given the circumstances of each individual complaint.

Stage 1: Informal Complaint

In the first instance, complaints, regardless of how they are received, are considered to be “Informal Complaints” for the purposes of this Policy. A representative with sufficient authority, the “Complaints Handler”, will be assigned to work with the Complainant to attempt to resolve the matter informally.

The Complaints Handler will respond to the complaint within 3 working days. If a longer timescale is required, for example in more complex complaints or where there are employee absences, the Complaints Handler will notify the Complainant of the revised timescale.

If the Complainant and the representative reach a satisfactory decision, the complaint will be closed. If the Complainant does not agree with the subsequent decision, the complaint will proceed to stage 2. The Complainant has 5 working days to appeal the decision.

Stage 2: Formal Complaint

Formal complaints will be investigated thoroughly by a representative with sufficient authority who is independent of the matter raised by the Complainant, the “Investigator”.

The Investigator will respond to the complaint in writing within 10 working days, detailing any investigatory findings and the decisions taken. If an extension to this timeframe is required, the Complainant shall be notified in writing of the duration of the extensions and the reasons for it.

If the Complainant is satisfied with the decision and actions taken, the complaint will be closed. If the Complainant does not agree with the subsequent decision, the complaint will proceed to stage 3. The Complainant has 10 working days to appeal the decision.

Stage 3: Appeals

Appeals can be made on the following grounds:

the Complaints Procedure was not complied with in investigating the complaint.
further evidence of a material nature has become available which was not reasonably available when the complaint was initially investigated.
the outcome of the investigation process was unreasonable and/or any action taken because of that outcome was disproportionate

Appeals are reviewed by a panel including a member of the Executive, and at least one independent member. The Complainant will be notified of the outcome of the appeal in writing within 10 working days.

Complaint Stages

To ensure a fair and consistent process, all Complaints Stages must be followed in the order set out in Sections 6.2 – 6.4.

Responsibilities

Overall and final responsibility for Complaints Management within iungo resides with the Group CEO.

Day-to-day responsibility for ensuring that this Policy is put into practice resides with the Operations Manager.

To ensure complaints handling processes are implemented correctly and effectively, the following people have responsibility in the following areas:

Group CEO – Reviewing the quantity, frequency and nature of complaints on a quarterly basis in Executive Management meetings.
Operations Manager – Overseeing Complaints Management.
Compliance Manager – Consulting with employees, information and guidance, training and instruction.
Divisional Managers – Monitoring processes and performance, making positive interventions to prevent escalation of problems, and escalating problems internally where support is required. Promptly forwarding or documenting any expressions of dissatisfaction to complaints@iungo.solutions.
All iungo representatives – Promptly, escalating problems, concerns, potential issues to their Divisional Manager.

Document Approval

Document Reference	Document Title
PRO-0007	Complaints Procedure
LVE-0026	Complaints Tracker
TEM-0079	Complaint Investigation Report Template
TEM-0080	Complaint Appeal Review Report Template

Authorising Name:	Jessica Leigh Jones
Position:	Group CEO
Signature:
Document Version:	1.3
Date of Release:	01/11/2023
Date Updated:	15/11/2025
Date of Next Review:	01/11/2026
Document Classification:	Internal