Complaint & Concern Policy

The Breathe Institute (TBI) is committed to providing high-quality learning programs and experiences. We acknowledge that occasionally there may be instances where participants or others may not be satisfied. This policy outlines the process to be followed when raising a complaint related to our learning programs.

**Policy Statement**

We are dedicated to treating all complaints seriously and resolving them in a timely and fair manner. All complaints will be dealt with confidentially and will not affect or bias the progress of the participant in any current or future courses.

**Procedure for Complaints**

If possible, we encourage you to resolve the issue informally with the person involved or a member of the TBI team. This might be the quickest way to address your concerns. If your complaint cannot be resolved informally or if you are not comfortable with the informal process, you should put your complaint in writing and email it to [email protected] Please provide as much detail as possible about the nature of your complaint, including the course name, any specific incidents, dates, and any steps you may have already taken to resolve the issue

Upon receipt of a formal complaint, the following steps will be taken:

• Acknowledgment: We will acknowledge receipt of your complaint within 5 business days.
• Investigation: The complaint will be reviewed and investigated by our Complaints Resolution Team. This may involve contacting you for further information and/or seeking information from others involved.
• Appeal: If you are not satisfied with the resolution, you may appeal the decision within 10 business days of receiving the outcome. The appeal will be reviewed by a member of our senior management team and their decision will be final.

We appreciate your cooperation and patience throughout this process, and your commitment to mutual respect and understanding.

For any other queries related to this policy, please reach out to us at [email protected]. We are here to ensure your learning experience with TBI is a rewarding one.