Title Complaints Policy – IMI

This policy sets out Veritas Mediation Academy’s (VMA) approach to receiving, managing, investigating, and resolving complaints in a manner that is fair, transparent, timely, and proportionate, and which meets the expectations of the International Mediation Institute (IMI) for approved mediation training providers.

The policy applies to complaints raised by learners, trainers, coaches, assessors, employers, or other stakeholders in relation to VMA’s services, systems, staff, processes, or procedures connected with the delivery of professional mediation training, including the IMI Civil and Commercial Mediation Professional Training Course (CMTP).

This policy is designed to:

• ensure that complaints are handled respectfully and without detriment
• support early and informal resolution wherever possible
• provide a clear, staged process where formal investigation is required
• contribute to organisational learning and continuous improvement

This policy operates alongside VMA’s Online Safety Policy, Appeals Policy, and Quality Assurance framework.