Equal Treatment Policy

Policy Overview

At The Thriving Today Academy, we are committed to ensuring that all colleagues, clients, and learners are treated with dignity, fairness, and respect. We aim to foster a learning and working environment that is inclusive, psychologically safe, and free from discrimination, harassment, and bullying.

This policy applies to:

• All employees (permanent, temporary, freelance, and contract)
• All clients and learners accessing our digital learning environment
• Suppliers, facilitators, and third-party collaborators

We believe that diversity brings strength, and equality is fundamental to our values and business success.

Scope of the Policy

This policy applies to every stage of engagement including:

• Recruitment, onboarding, and employment
• Course enrolment, delivery, and assessment
• Communications and digital participation
• Feedback, complaints, or grievances
• Training, development, and progression

It covers all legally protected characteristics as outlined in the Equality Act 2010, including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.

Harassment and Bullying

Harassment

Harassment is any unwelcome behaviour that violates a person’s dignity or creates an intimidating, hostile, degrading, humiliating, or offensive environment. This includes inappropriate jokes, comments, or conduct related to protected characteristics.

Bullying

Bullying includes persistent or offensive conduct such as verbal abuse, intimidation, exclusion, or the unreasonable assignment of meaningless or impossible tasks.

Examples include (but are not limited to):

• Verbal or written threats
• Isolation from group activities
• Discriminatory jokes or language
• Repeated undermining or belittling behaviour

Disciplinary Measures

Any breach of this policy may result in disciplinary action, up to and including termination of employment or partnership. Serious incidents may also be reported to external regulators or authorities.

Terms and Conditions of Employment

Employment conditions and decisions (e.g. pay, benefits, job roles) will not be influenced by personal characteristics unrelated to performance. All roles are governed by fair, objective criteria.

Recruitment and Selection

All recruitment processes will be fair, open, and inclusive:

• Job descriptions will focus on essential skills and qualifications.
• Shortlisting and selection will be based on objective criteria.
• Reasonable adjustments will be offered during recruitment where needed.

Promotion, Training and Development

• All team members will have equal access to training and advancement opportunities.
• Selection for promotion or further development will be based solely on merit, capability, and organisational need.

Disciplinary and Grievance

Our disciplinary and grievance processes are:

• Fair, confidential, and clearly communicated
• Non-retaliatory: raising a legitimate concern will not result in disadvantage
• Handled by appropriately trained personnel

Performance

Performance assessments are based on:

• Objective, transparent criteria
• Constructive dialogue and regular feedback
• Commitment to personal and professional growth for all

Termination of Employment

We will monitor all redundancy and exit procedures to ensure they are fair, consistent, and non-discriminatory. Exit interviews will be used to identify any inclusion-related concerns.

Responsibilities of Managers

• Model inclusive and respectful behaviours
• Ensure policy is explained to new staff and learners
• Address complaints or concerns promptly
• Take immediate action if discriminatory conduct occurs

Responsibilities of All Colleagues

• Treat others with courtesy and respect
• Avoid any behaviour that could be perceived as discriminatory or harassing
• Report concerns in a timely manner using appropriate channels

Handling Complaints of Discrimination, Harassment or Bullying

Complaints will be handled seriously, sensitively, and confidentially. Options include:

• Informal resolution: addressing the concern directly or with managerial support
• Formal resolution: submitting a grievance in writing to management

The complainant and the alleged offender may be accompanied by a colleague or union representative during meetings. Malicious or knowingly false complaints will be treated as misconduct.

Support and Employee Assistance

Support is available to anyone affected by bullying, harassment or discrimination, including:

• Private, impartial advice from senior staff
• Access to internal support channels and signposting to external services
• Mediation or facilitated resolution where appropriate

Communication and Review

This policy is:

• Shared with all staff, contractors, facilitators, and learners
• Published on our website and provided at induction
• Reviewed annually, or sooner if required by law or organisational changes

Policy Owner: Jo Pogson, Director
📧 [email protected]
Date Reviewed: 25 May 2025
Next Review Due: May 2026

Customer Guarantee & Refund Policy

Our Customer Guarantee

At The Thriving Today Academy, we are committed to delivering transformational learning experiences that are practical, empowering, and deeply relevant to today’s professional challenges.

We proudly stand by the quality of our courses and our commitment to your growth. Our guarantee reflects our promise to provide training that is meaningful, expertly facilitated, and of lasting value.

We Guarantee:

✔ Quality Facilitation
All courses are designed and delivered by experienced learning and development professionals, led by Jo Pogson, who brings over 30 years’ expertise in training leaders, managers, and professionals across sectors.

✔ Practical, Relevant Content
Courses are regularly reviewed and updated to ensure they are aligned with current best practices and workplace realities.

✔ Flexible, Supported Learning
Each course is structured for self-paced progress with optional access to feedback and guidance from our expert facilitators.

✔ Immediate Impact
Our content is designed to make a difference right away — whether you’re learning solo or as part of an organisational cohort. You’ll gain practical tools you can apply the same day.

✔ Respect and Inclusion
We are committed to inclusive, accessible learning for all. If you have additional needs, we will make reasonable adjustments to support your participation.

Money-Back Guarantee

We believe in what we offer. If you complete one of our programmes and feel that it has not delivered the quality or impact we promised, we will offer a full refund — no awkwardness, no hoops.

Refund Policy

You are eligible for a refund under the following conditions:

• Request Window: You must submit a written refund request within 30 days of completing the course.
• Engagement: You must have actively engaged with all core modules (watched the videos, completed the main activities or reflections).
• Reason for Refund: Your request must include a clear explanation of why the course did not meet your expectations, based on the guarantees above.

How to Request a Refund

1. Email [email protected] with your name, course title, and reason for requesting a refund.
2. We may contact you to better understand your experience and explore resolution options.
3. If approved, your refund will be processed within 30 days using the original payment method.

Exceptions

Refunds will not be granted if:

• The course was purchased more than 3 months ago and remains incomplete.
• Access was shared or transferred to another individual.
• Course content was downloaded in full with no engagement.
• Your organisation has agreed bespoke group or enterprise terms that override this policy (unless otherwise stated in writing).

Continuous Improvement

We review all feedback and refund requests to identify opportunities to improve our services. Every request is treated seriously and confidentially.

Contact Us

We’re here to help. If you have any questions about this policy or need support at any stage, please contact:

📧 [email protected]
🌐 www.thrivingtoday.co.uk

The Thriving Today Academy – Building confidence, connection, and capability in every learner.

Complaints Policy & Procedure

Policy Aim

The Thriving Today Academy is committed to delivering high-quality learning experiences. However, we recognise that occasionally things may go wrong. This policy outlines how clients, learners, or partners can raise concerns or complaints, and how we will handle them fairly, promptly, and transparently.

We view complaints as a valuable opportunity to reflect, learn, and improve our services for the benefit of all.

Monitoring

We are committed to continuous improvement in our training delivery, learner experience, and customer service.
Our service standards for complaints are:

• To make it easy and straightforward for individuals to raise a complaint.
• To respond to complaints promptly and keep the complainant informed throughout the process.
• To investigate complaints thoroughly, respectfully, and without bias.
• To explain outcomes clearly and, where necessary, outline what action has been taken.
• To review and update this policy annually or following any significant complaint-related developments.

Responsibilities

• The Director of The Thriving Today Academy has overall responsibility for the implementation of this policy.
• All team members, facilitators, and administrative staff are expected to uphold this policy and contribute to a culture of openness and responsiveness.
• The person handling the complaint will ensure it is managed confidentially and resolved wherever possible at the earliest stage.

Communication

This policy is:

• Published on our website www.thrivingtoday.co.uk
• Included in learner onboarding information and facilitator guidance
• Available in alternative formats on request
• Supported by staff awareness and training where required

Equity & Diversity

We treat all complainants with dignity and respect, and we handle complaints without discrimination on the grounds of age, disability, gender identity, race, religion or belief, sex, or sexual orientation.
We are committed to fair, inclusive, and confidential complaint handling, in line with our Equality and Diversity Policy.

Complaints Procedure

If you are dissatisfied with any aspect of our service—whether it relates to course content, platform access, communication, facilitation, or organisational behaviour—please follow the steps below.

Step 1: Informal Resolution

Where possible, raise the issue directly with the person involved or email us at [email protected]. Many issues can be resolved quickly and informally.

Step 2: Formal Complaint

If informal resolution is not possible or satisfactory, you may submit a formal complaint. This should be made within 3 months of the issue arising.

How to complain:

• Submit your complaint in writing via:
• Email: [email protected]
• Website contact form: [Insert direct link if applicable]
• Post: The Thriving Today Academy, [Insert Business Address]

Please include:

• Your full name and contact details
• A clear description of the issue
• Dates, times, or names relevant to the complaint
• Any supporting evidence, if applicable

Response Times

• Initial Acknowledgement: Within 5 working days
• Full Response: Within 20 working days

If the matter is complex and requires more time, we will notify you of the expected timeline and provide regular updates.

Appeals

If you are not satisfied with the outcome of your complaint, you may appeal within 14 days of receiving our response. Appeals will be reviewed by a different senior member of the team or an external advisor, where appropriate.

The final decision will be communicated within 15 working days of receipt of the appeal.

Confidentiality and Data Protection

All complaints are handled in accordance with the UK General Data Protection Regulation (UK GDPR) and our internal Data Protection Policy. Your information will only be shared internally with those directly involved in resolving the complaint.

Contact Details

Complaints Contact:
Jo Pogson, Director
📧 [email protected]
🌐 www.thrivingtoday.co.uk
📍 [Insert Business Address]

Policy Reviewed: 25 May 2025
Next Review Due: May 2026
Policy Owner: Jo Pogson, Director

Data Protection & Privacy Policy

Introduction                                    

The Thriving Today Academy (“we”, “our”, or “us”) is committed to respecting your privacy and ensuring your personal data is handled safely, transparently, and lawfully.

This Data Protection & Privacy Policy explains how we collect, use, store, and protect your personal data when you use our services, website, or learning platforms, and outlines your legal rights under UK data protection laws.

1. Important Information and Who We Are

Purpose of This Policy

This policy provides details on how we collect and process your personal data when you register for a course, browse our website, contact us, or interact with our services. It supplements other privacy notices and is not intended to override them.

Who We Are

The Thriving Today Academy is a UK-based professional learning and development provider.
Registered business address: [Insert Address]
Website: www.thrivingtoday.co.uk
ICO Registration Number: [Insert Number]

Controller

We are the data controller for your personal data.
For data protection enquiries, please contact:
📧 Email: [email protected]

2. Changes and Third-Party Links

We keep this policy under regular review and may update it from time to time.
Our site may contain links to third-party websites. We are not responsible for their privacy policies.

3. The Data We Collect About You

We may collect and process the following types of data:

• Identity Data: name, title, date of birth, gender
• Contact Data: address, email, phone number
• Financial Data: payment details
• Usage Data: login activity, course progress, page views
• Technical Data: IP address, browser, device information
• Marketing Data: preferences, feedback, survey responses

We may also collect special category data (e.g. health-related) if you share accessibility needs with us. Such data is always handled with enhanced confidentiality and protection.

4. If You Fail to Provide Personal Data

We may not be able to deliver our services (such as issuing certificates) if required data is not provided.

5. How We Collect Your Data

We collect personal data through:

• Direct interaction (e.g. course registration, email communication)
• Automated means (e.g. cookies, browsing data)
• Third parties (e.g. employer enrolments or partner platforms)

6. How We Use Your Personal Data

We only use your data when the law allows. Most commonly:

7. Marketing

We may send you updates about new courses or services. You can unsubscribe at any time via email or your profile settings.

8. Cookies

Cookies help us understand how visitors use our website. See our Cookie Policy for more details.

9. Change of Purpose

We will only use your data for the purpose collected unless a new, compatible purpose arises. We will always inform you in such cases.

10. Disclosures of Your Data

We may share your data with:

• IT and support providers
• Professional advisers (e.g. accountants or legal professionals)
• Accrediting bodies or regulators, where relevant
• Government agencies when required by law

We do not sell personal data to any third parties.

11. International Transfers

If we transfer data outside the UK, we ensure it is protected with legally recognised safeguards (e.g. adequacy decisions or standard contractual clauses).

12. Data Security

We implement technical and organisational measures to safeguard your data, including:

• Encryption and secure storage
• Limited staff access
• Regular system reviews and data breach protocols

13. Data Retention

We retain personal data only as long as necessary. For most learners, data is retained for 6 years after the end of our business relationship for legal and quality assurance purposes.

14. Your Legal Rights

You have the right to:

• Access your personal data
• Rectify inaccurate data
• Erase data in certain circumstances
• Restrict or object to processing
• Withdraw consent (where applicable)
• Complain to the Information Commissioner’s Office (ICO)

If you wish to exercise any of these rights, please contact: [email protected]

We may need to verify your identity before responding and aim to respond within 30 days.

Glossary

• Controller: the organisation that determines how and why personal data is used
• UK GDPR: UK General Data Protection Regulation
• ICO: Information Commissioner’s Office (www.ico.org.uk)
• Legitimate Interest: our lawful reason to process your data in a way that does not override your rights

Policy Owner: Jo Pogson
Date of Last Review: 25 May 2025
Next Review Due: May 2026

Digital Health & Safety Policy

Overview

The Thriving Today Academy is committed to ensuring the physical, mental and digital safety of all learners, staff, and associates participating in our online learning programmes, livestream sessions, and webinars. This policy outlines the Academy’s approach to promoting digital health, well-being, and safety for all users engaging with our services remotely.

Statement on Digital Health and Safety

We recognise our duty of care to provide a safe digital environment. This includes minimising physical strain, supporting mental well-being, and protecting participants from digital security risks. This policy reflects our legal and ethical responsibilities under UK health and safety law and promotes best practice in digital learning environments.

Digital Health and Safety Objectives

1. Promote the physical well-being of learners using screens and devices.
2. Ensure the mental well-being of learners and staff engaging in digital content.
3. Establish good practice for online learning participation and digital professionalism.
4. Prevent incidents of online abuse, data breaches, or content misuse.
5. Support learners and colleagues in identifying and reporting digital health and safety concerns.

How We Uphold These Objectives

1. Physical and Wellbeing Guidance

We advise all learners and facilitators to:

• Take regular screen breaks (2–3 minutes every 20 minutes; 5–10 minutes every hour).
• Stretch, walk, or do simple movement exercises to reduce fatigue.
• Use ergonomically appropriate seating and devices.
• Adjust audio levels to avoid ear strain.
• Stay hydrated and maintain balanced nutrition during learning sessions.

2. Learner Participation & Environment

We ask learners to:

• Select a quiet, distraction-free space for live learning.
• Log in on time and remain present throughout the session.
• Mute microphones when not speaking to reduce background noise.
• Respect all participants, avoid interrupting, and contribute thoughtfully.
• Blur or check backgrounds for personal items before turning on cameras.

3. Online Safety and Content Sensitivity

Our training content is designed for adult learners. Where topics involve:

• Mental health
• Vulnerable populations
• Professional safeguarding or regulatory themes

We ensure appropriate tone, guidance, and content warnings are in place. Learners are required to:

• Agree to our Terms & Conditions prior to access.
• Not share or record any part of a session without permission.
• Verify their identity before receiving any certification.

4. Digital Security and Data Privacy

To maintain data security:

• Learners must not share login credentials.
• Passwords should be changed regularly.
• We use secure, GDPR-compliant platforms for learning delivery.
• Personal data is stored securely and only accessible to authorised staff.

Relevant Law and Legislation

This policy is informed by:

• Health and Safety at Work Act 1974
• Management of Health and Safety at Work Regulations 1999
• Display Screen Equipment (DSE) Regulations 1992
• UK General Data Protection Regulation (UK GDPR)
• Data Protection Act 2018

Further guidance available at:
www.hse.gov.uk

Responsibility and Oversight

• Jo Pogson, Director, holds overall responsibility for policy implementation.
• All facilitators and third-party contributors are required to adhere to this policy.
• Digital health and safety is included in onboarding and reviewed annually.

Communication and Reporting

• This policy is shared with all staff, learners and facilitators.
• A copy is available on our website and in our onboarding materials.
• Learners are encouraged to report any digital health or safety concerns via:
  📧 [email protected]

Policy Review

Date Reviewed: 25 May 2025
Next Review Due: May 2026
Approved By: Jo Pogson, Director
Signature: ___________________________

Disability Discrimination Policy

Overview

This Disability Discrimination Policy sets out how The Thriving Today Academy ensures that all colleagues, learners, facilitators, and third-party contributors are treated fairly, respectfully, and without discrimination on the basis of disability. The policy applies to all areas of our activity, including online learning delivery, communication, recruitment, partnerships, and internal operations.

This policy is guided by our values of inclusivity, integrity, and growth, and supports our commitment to providing accessible and empowering learning experiences for all.

Our Statement on Disability Discrimination

The Thriving Today Academy is committed to ensuring equal access to learning opportunities for all individuals, regardless of disability. We recognise our legal and moral responsibility to eliminate discrimination, promote equality, and make reasonable adjustments so that learners and colleagues with disabilities can participate fully in all our activities.

We support the principles of the Equality Act 2010 and operate in a manner that upholds fairness, dignity, and equal opportunity for people with both visible and invisible disabilities.

Disability Discrimination Objectives

1. Provide equal access to all courses, digital materials, and learning environments.
2. Make reasonable adjustments to learning delivery where possible, such as:
• Providing transcripts, closed captions, or audio formats.
• Allowing extended access times or alternative assessment methods.
3. Train facilitators and staff to understand their responsibilities under this policy.
4. Regularly review content and systems to identify and remove accessibility barriers.
5. Consult with disabled learners or professionals to improve our accessibility practices.
6. Treat all disability-related disclosures with confidentiality and professionalism.

How We Uphold These Objectives

• All new facilitators, colleagues, and suppliers are briefed on this policy as part of their onboarding.
• Learners are invited to share any accessibility needs confidentially when they register.
• We conduct periodic reviews of our course platforms to check for compliance with accessibility standards (including screen reader compatibility and font contrast).
• Feedback related to accessibility is recorded and addressed within 10 working days.
• Alternative formats (transcripts, large print, or audio) are made available upon request within reasonable timeframes.
• We work with external experts as required to ensure compliance and good practice.

Relevant Law and Legislation

This policy is informed by the following legislation and guidance:

• Equality Act 2010
• Disability Discrimination Act 1995 (superseded but still referenced in case law)
• Health and Safety at Work Act 1974
• Management of Health and Safety at Work Regulations 1999
• Display Screen Equipment Regulations 1992
• The Employment Statutory Code of Practice (EHRC)

Communication and Colleague Acknowledgement

This policy is:

• Shared with all staff upon induction and contract issue.
• Reviewed annually or when legislation or service delivery significantly changes.
• Published on our website and made available in accessible formats.
• Included in our facilitator and supplier agreements as a condition of engagement.

All colleagues, facilitators, and contracted professionals are required to confirm they have read, understood, and agreed to comply with this policy.

Date Reviewed: 25 May 2025

Next Review Date: May 2026
Policy Owner: Jo Pogson, Director, The Thriving Today Academy
📧 [email protected]