How to raise a complaint with CHE
1.1 The Centre for Homeopathic Education (“CHE“, “we” and “us“) wants to provide high-quality education and clinical services. We take complaints seriously, deal with them promptly, fairly and confidentially, and use them to improve what we do.
1.2 This policy applies to current and former students, applicants, clinic patients and anyone else who uses our services. Nothing in it affects your statutory rights, including under the Consumer Rights Act 2015.
2.1 A complaint is an expression of dissatisfaction, whether or not it turns out to be justified, about the standard of our service, the conduct of our staff or tutors, or anything we have done or failed to do.
This policy does not cover
3.1 Please make your complaint within 3 months of the matter you are complaining about. We may accept a later complaint if there is a good reason for the delay.
4.1 Email [email protected], or call 020 3405 4580 and we will record your complaint in writing. Please include:
Stage 1: Initial response
5.1 The Trainee Services Officer will handle your complaint, or pass it to the right person, and try to resolve it. We will acknowledge it within 5 working days and give you a full response within 20 working days.
Stage 2: Head of Academic Operations
5.2 If you are not satisfied with the Stage 1 response, email [email protected] within 10 working days of receiving it, marked for the attention of the Head of Academic Operations, explaining why you remain dissatisfied and the outcome you are looking for. We will acknowledge it within 5 working days and give you a full response within 20 working days.
Stage 3: CEO
5.3 If you are not satisfied with the Stage 2 response, or your complaint is about the Head of Academic Operations, email [email protected] within 10 working days of receiving the Stage 2 response, marked for the attention of the CEO, including all previous correspondence. We will acknowledge it within 5 working days and give you a full response within 20 working days. The CEO’s decision is final and completes our internal procedure
6.1 If you remain dissatisfied with a complaint about a CHE course after completing our procedure, you can refer it to the Society of Homeopaths, which accepts complaints about the courses it accredits.
6.2 If your complaint is about how we use your personal information, you can complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.
