Complaints

Step 1: Report the Complaint

Please report your complaint as soon as possible by emailing ken@kenmillerpt.com

Your report should include:

• Your name and contact details
• Names of the individual(s) involved
• A clear description of the incident or concern
• Date, time, and location of the issue

Step 2: Acknowledgement

We will acknowledge receipt of your complaint within 24 hours, confirming that it has been logged and outlining the next steps.

Step 3: Preliminary Review

Ken Miller or an assigned team member will conduct a preliminary review to assess:

• The nature and seriousness of the complaint
• Whether additional information or clarification is needed
• Whether a formal investigation is warranted

This step may involve reviewing surveillance footage or speaking with involved parties.

Step 4: Formal Investigation

If the complaint requires further action, a formal investigation will begin. This includes:

• Assigning an independent reviewer
• Interviewing all relevant individuals
• Reviewing all available evidence (e.g. video, emails, statements)

Step 5: Resolution

Once the investigation is complete, a written resolution will be provided within 10 business days, including:

• Summary of findings
• Recommended actions (e.g. mediation, disciplinary measures, procedural updates)

If more time is needed, we will keep you informed throughout the process.

Step 6: Appeal

If you are dissatisfied with the outcome, you may submit an appeal within 5 business days of receiving the resolution. To appeal:

• Email ken@kenmillerpt.com with your original complaint reference
• Explain the reason for your dissatisfaction and include any new or additional information

A senior team member not involved in the original review will re-evaluate your case and issue a final decision within 10 business days.

Confidentiality

All complaints are handled in strict confidence. Information is only shared with those directly involved in resolving the issue.

Protection from Retaliation

We have a zero-tolerance policy for retaliation against anyone filing a complaint in good faith. If you believe you’ve experienced retaliation, report it immediately.

Contact

For general questions about the process, contact:
ken@kenmillerpt.com

We appreciate your commitment to maintaining a respectful and high-standard environment at The Training Station.