Complaints and Grievance Resolution Policy | Last updated: November 2, 2026
Your concerns deserve a fair and respectful response
Eligible Concerns
Submit concerns related to your learning experience.
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Course content or delivery
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Assessment, grading, or feedback
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Administrative processes or records
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Accessibility barriers or accommodation needs
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Accreditation or credential concerns
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Ethical conduct or professional standards
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Harassment, discrimination, or inappropriate behaviour
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Privacy or participant data concerns
Submitting a Complaint
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You may submit a complaint verbally or in writing. We will treat your concern respectfully and review it using our documented process.
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What to Include
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Share your name, contact details, course or activity title, a clear description of the concern, relevant dates, and any supporting information.
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Contact Our Continuing Education Program
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Send your written complaint or request a verbal submission through our continuing education program contact: [SAMPLE TEXT].
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Review and Resolution Process
We review each complaint fairly and keep you informed at each stage.
1. We receive your complaint
Submit your complaint with the relevant details and supporting information. We record it for review.
2. Acknowledgment within five business days
Our goal is to confirm receipt within five business days and explain the next steps.
3. Review and fact-finding
We assess the information provided, review relevant records, and may contact you if we need clarification.
4. Resolution within thirty calendar days
Our goal is to provide a written outcome within thirty calendar days of receiving your complaint.
5. Outcome and next steps
Possible outcomes may include an explanation, corrective action, a review of a decision, or another appropriate response based on the findings.
ASWB ACE Requirements
If your concern relates to an ASWB ACE-approved activity, you may submit a complaint through our process. We will review it promptly, keep appropriate records, and provide a written response.
NBCC Requirements
For NBCC-approved continuing education, you may raise concerns about course quality, access, completion records, or ethical conduct. We will investigate fairly and communicate the outcome to you.
Confidentiality and Non-Retaliation
We handle complaints as confidentially as possible and share details only when needed to review and resolve the matter. You will not face retaliation for reporting a concern in good faith.
Commitment to Improvement
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We review complaint records, recurring themes, and participant feedback to identify where our courses and services need attention.
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How feedback informs change
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We use findings to update course content, policies, accessibility measures, and learner support. We also monitor changes to check that they address the concerns raised.
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Questions and concerns
We are here to listen
3100F Mountain Road
Pasadena, Md 21122
Pasadena, Md 21122
410-841-9647
hello@turningstonelearningcollective.com
Contact hours
M-Fr 9-5pm
Thank you for contacting us. We will review your message and respond as soon as possible.
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