📢 Actionable Feedback Policy

Last updated: June 2025

🎯 Our Commitment

  • Listening actively and respectfully to all feedback, whether positive or critical.
  • Responding promptly and constructively, with clarity and transparency.
  • Taking measurable action to improve our training, consultancy, and service delivery.
  • Embedding feedback into our decision-making processes, reviews, and internal quality assurance systems.

📝 What Counts as Actionable Feedback?

We define actionable feedback as any input that helps us improve or reflect on our services. This includes:

  • Suggestions for improvement in course content, communication, delivery, or consultancy services.
  • Constructive criticism, where the intent is to raise issues or highlight gaps.
  • Reports of challenges, such as delays, confusion, or dissatisfaction with an element of your experience.
  • Positive feedback, which helps reinforce what we’re doing well and boosts morale.

📬 How to Provide Feedback

⏱️ What Happens Next?

  • Acknowledge your feedback within 2 working days.
  • Review or investigate within 5–10 working days, if applicable.
  • Respond with actions taken or next steps where appropriate.

🔄 Continuous Improvement

All feedback is reviewed periodically by our senior team and during internal quality assurance sessions. Trends and themes inform:

  • Service updates
  • Staff training and development
  • Policy and course material reviews

🤝 Encourage Open Communication and Dialogue

  • Create a safe space – Feedback is always welcome and never punished.
  • Model openness – Leadership actively demonstrates how to give and receive feedback constructively.
  • Encourage clarity – We support asking questions to ensure feedback is understood and actionable.

📈 Promote Continuous Improvement

  • Future-focused mindset – We view feedback as a guide for change, not a judgment on the past.
  • Set clear goals – Where appropriate, we define measurable next steps.
  • Follow-up and accountability – We revisit progress to ensure changes are made.

🧰 Provide Training and Support

  • Train effectively – We help team members develop skills to give and receive feedback respectfully.
  • Support implementation – Resources and coaching are available to support improvements.
  • Use reflective frameworks – We use “What, So What, Now What” to help structure effective feedback and action planning.