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Complaints Handling Policy


Academy of Massage and Sports Therapy (AMST) is a regulated Vocational Training Provider. AMST is committed to high levels of quality assurance and policies that are open, transparent and free from bias. AMST works to support learners following a quality assurance method to deliver the highest possible learner satisfaction.



AMST are committed to offering a high standard of service to all our students.

We aim to provide a service that is:

  • consultative and responsive

  • open and informative

  • prompt and efficient

  • streamlined and manageable

  • cost effective


AMST ensure complaints are dealt with quickly and efficiently avoiding the need for a formal written complaint wherever possible. However, should the matter necessitate a formal complaint, the procedures detailed in this document will be followed.

A complaint can be deemed as an expression of dissatisfaction with a service or product, whether justified or not about any aspect of AMST. Therefore individuals should not be discouraged from making a complaint, on financial or any other grounds, unless it is vexatious, malicious or frivolous. All complaints will be dealt with fairly and in a timely manner and will be recorded so that analysis is facilitated.

Formal complaints should be sent in writing (by letter or email) and should state clearly the form of redress or recompense (if any) or change in operations (if any) that are sought. All complaints will be acknowledged speedily, recorded clearly, and resolved as quickly as possible and as practicable.

No one who was involved in the actions or behaviours complained against will participate in determining the outcome of the complaint.

Please note if you are dissatisfied with an assessment from an awarding body or from AMST this is not deemed as a complaint, rather it relates to the appeals procedure.


Complaints Procedure

Complaint relating to a product or break down of our Customer Service If you wish to express your dissatisfaction or have cause for a complaint regarding any area of our Customer Service and/or relating to a product or service that has not been conducted to the required conclusion we want to hear from you. We will acknowledge your complaint within 3 working days and keep you informed of its progression. If your complaint requires a more in-depth response, and other areas of the organisation are involved it may take longer to resolve, we will, however, keep you informed throughout.

What should you include in your complaint?

  • Your full name, email address and contact phone number

  • An outline of the complaint

  • If the complaint is the subject of a specific person please include the person’s name and date and time of the incident

  • Any supporting evidence for the complaint


You will be sent an acknowledgement letter within 3 working days, and we will investigate the complaint, and communicate findings to you in writing. Wherever possible, this will be completed within one month of the date the complaint was received.

Email complaints to:

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