Complaints & Feedback Procedure

Effective Date: 2 August 2026

Our Commitment to Excellence

At Manners on Point School of Etiquette, we are committed to delivering exceptional training experiences founded on professionalism, respect, integrity and continuous improvement.

We value feedback because it helps us maintain high standards, strengthen our programmes and serve our clients more effectively. We also recognise that, on occasion, concerns may arise. When they do, we are committed to listening carefully, responding fairly and working towards a timely and appropriate resolution.

1. Purpose

This procedure explains how participants, parents, clients, schools, corporate organisations and other stakeholders can provide feedback or raise a complaint regarding our programmes or services.

Our aim is to ensure that every concern is handled respectfully, confidentially and fairly.

2. Providing Feedback

We welcome feedback about any aspect of our services, including:

* Programme quality
* Trainer professionalism
* Communication and customer service
* Registration process
* Learning experience
* Venue and facilities
* Suggestions for improvement

Feedback may be provided:

* in person during or after a programme;
* by email;
* through our website;
* through an official feedback form where available.

Constructive feedback is always appreciated and helps us continue improving our services.

3. Making a Complaint

If you are dissatisfied with any aspect of our service, we encourage you to let us know as soon as reasonably possible.

To help us investigate your concern effectively, please include:

* your name and contact details;
* the programme or service concerned;
* the date of the incident (if applicable);
* a clear description of your concern; and
* any supporting information that may assist our review.

Complaints should be made respectfully and in good faith.

4. Our Complaint Handling Process

When we receive a complaint, we will:

Step 1 – Acknowledge
We aim to acknowledge receipt of your complaint within two (2) business days.

Step 2 – Review
We will consider the information provided carefully and, where appropriate, seek additional information to understand the circumstances fully.

Step 3 – Respond
We aim to provide a response or update within ten (10) business days, although more complex matters may require additional time. If this occurs, we will keep you informed of our progress.

Step 4 – Resolution
Where appropriate, we will identify practical steps to resolve the matter and, where necessary, implement improvements to prevent similar issues in the future.

5. Confidentiality

Complaints and feedback will be handled with appropriate discretion and confidentiality.

Information will only be shared with those who need it to investigate or resolve the matter or where disclosure is required by law.

6. Complaints Involving Children

Any concern relating to the safety or wellbeing of a child will be treated as a priority and managed in accordance with our Child Protection & Safeguarding Policy and applicable laws of the Republic of Ghana.

7. Unacceptable Conduct

While we welcome constructive feedback and legitimate complaints, we expect all communication to remain respectful.

Manners on Point School of Etiquette reserves the right to end communication where correspondence is abusive, threatening, discriminatory or defamatory.

8. Continuous Improvement

We regularly review feedback and complaints to help improve:

* programme quality;
* customer service;
* participant experience;
* operational processes; and
* our policies and procedures.

Our goal is not only to resolve concerns but to continually enhance the quality of our services.

Policy Enquiries

If you have any questions regarding this Complaints & Feedback Procedure, please contact us.

Manners on Point School of Etiquette

Email: info@mannersonpoint.com

Website: www.mannersonpoint.com

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Last Updated: 2 August 2026

Manners on Point School of Etiquette reserves the right to amend this procedure from time to time. The most current version will always be available on this website.