Effective Date: June 20, 2026
At ICON Training Centre, we are committed to providing a professional, supportive, and positive learning environment. We value student feedback and take complaints seriously. This policy explains how students can raise concerns and how ICON Training Centre will handle them fairly and professionally.
1. Purpose
The purpose of this policy is to provide students with a clear and transparent process for raising complaints regarding their learning experience, training services, staff, facilities, administration, course delivery, or other matters related to their studies at ICON Training Centre.
2. Who Can Make a Complaint?
Any current or recently enrolled student of ICON Training Centre may submit a complaint.
Where appropriate, a complaint may also be submitted by an authorised representative on behalf of a student.
3. Matters Covered by This Policy
Students may raise concerns relating to:
- Course delivery or teaching
- Trainers or staff conduct
- Learning materials and resources
- Administration and communication
- Timetables, classes, or facilities
- Assessment or examination procedures
- Student support services
- Certification or documentation issues
- Unfair, inappropriate, or disrespectful treatment
- Any other matter affecting the student’s learning experience
Academic decisions that are governed by an external awarding body may be subject to that organisation’s separate appeals or complaints procedure.
4. Informal Resolution
Students are encouraged, where appropriate, to raise concerns as soon as possible with the relevant trainer, course coordinator, or ICON Training Centre staff member.
Many concerns can be resolved quickly through discussion and clarification without requiring a formal complaint.
Students will not be disadvantaged for raising a genuine concern in good faith.
5. Formal Complaints
If a concern cannot be resolved informally, the student may submit a formal complaint to ICON Training Centre.
A formal complaint should include:
- Student’s full name and contact details
- Course or programme name
- A clear description of the complaint
- Relevant dates or circumstances
- Supporting documents or evidence, where applicable
- The outcome or resolution the student is seeking, where appropriate
Complaints should be submitted through the official ICON Training Centre contact channels.
6. Complaint Review Process
Upon receiving a formal complaint, ICON Training Centre will:
- Acknowledge receipt of the complaint.
- Review the information and supporting evidence provided.
- Investigate the matter fairly and objectively.
- Speak with relevant individuals where necessary.
- Determine an appropriate outcome.
- Communicate the outcome to the student.
Complaints will normally be handled as promptly as reasonably possible. The time required may vary depending on the nature and complexity of the complaint.
7. Confidentiality
Complaints will be handled with appropriate confidentiality. Information will only be shared with individuals who need it for the purpose of investigating and resolving the complaint, or where disclosure is required by law or applicable regulations.
8. Student Conduct During the Process
Students are expected to communicate respectfully throughout the complaints process.
ICON Training Centre will not tolerate threats, harassment, abusive behaviour, discrimination, or knowingly false allegations made against staff, trainers, or other students.
9. Outcome and Corrective Action
Where a complaint is found to be justified, ICON Training Centre may take appropriate corrective action depending on the circumstances.
Possible actions may include clarification, correction of an administrative issue, additional support, changes to arrangements, or other reasonable measures.
10. Appeal
If a student is not satisfied with the outcome of a formal complaint, they may request a review of the decision by ICON Training Centre management.
Where the complaint relates to an external awarding organisation, examination, assessment, or certification decision, the student may also be directed to the relevant awarding body’s complaints or appeals procedure.
11. Protection Against Retaliation
Students will not be penalised or treated unfairly for making a genuine complaint or providing information during a complaint investigation.
12. Record Keeping
ICON Training Centre may maintain appropriate records of complaints and their outcomes for quality assurance, monitoring, and service improvement purposes. Personal information will be handled in accordance with our Privacy Policy.
13. Continuous Improvement
Student complaints and feedback are used, where appropriate, to identify areas for improvement and help ICON Training Centre maintain and improve the quality of its training and student services.
14. Contact Us
To raise a concern or submit a complaint, please contact:
ICON Training Centre
Doha, Qatar
Phone: +974 4029 0244
Website: icontrainingcentre.qa
Students are encouraged to raise concerns promptly so that ICON Training Centre can review them and work towards an appropriate resolution.
