Open our February 2019 newsletter...
The purpose of this policy is to outline Training Now’s company policy and procedures in relation to dealing with complaints and concerns.
The aim of this policy is to ensure that its procedures are properly and effectively implemented and that stakeholders and learners feel confident that their complaints, communications and concerns are listened to and acted upon promptly and fairly.
We will also ensure positive feedback is communicated. Compliments received and reported appropriately can provide a valuable means of demonstrating that the service is achieving its aims. To this end, Training Now will communicate praise and compliments to individual staff through their support and supervision processes.
The company may choose to use those compliments wholly, or in part, in training or publicity campaigns whilst assuring anonymity of individuals and ensuring that the content is not changed or taken out of context in any form
If the complaint is pertaining to qualifications, assessments or examination marks you should refer to the appeals process for resolution.
Training Now believes that if a person who uses the service or a stakeholder wishes to make a complaint or register a concern they should find it easy to do so. It is the organisation’s policy to welcome both, complaints and concerns and look upon them as an opportunity to learn, adapt, improve and provide better services. This policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by people using the service are taken seriously. Staff involved must be objective when receiving complaints.
This policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation and it is not part of the organisation's disciplinary policy.
Promoting a culture of openness and truthfulness is a prerequisite to improving the safety and effectiveness of our learning centres.
Complaints handling procedure
If a learner, client or stakeholder wishes to make a complaint this should be done in writing (including email) and sent to email@example.com or Training Now, Agincare House, Admiralty Buildings, Castletown, Portland, DT5 1BB. You should provide detailed information about the complaint including dates, times and witnesses as this will assist with our investigation. Written confirmation will be sent upon receipt of any complaints. Complaints should be received within 2 weeks of the incident occurring as this assists in any investigation..
All complaints will be dealt with in a fair, sensitive and professional manner and fully investigated by the appropriate line manager and conducted within 14 days. If a complaint is more complicated it may take longer to conclude, if this is the case we will write to let you know when you can expect an outcome.
Where additional evidence is required a request in writing may be made to you before a resolution can be concluded.
Following the investigation we will write to you with the outcome. You will also be invited to a face to face meeting to discuss the findings and proposed resolutions but you are not obliged to attend.
If a resolution cannot be agreed, your complaint will be escalated to the Training Now Director, who will contact to you to confirm receipt of your complaint. The Training Now Director will then complete an independent investigation to resolve the complaint within 21 days.
Training Now reserves the right to include or seek advice from third parties or legal organisations throughout any stage of the investigation.
All received complaints and resolutions will be recorded and audited by our Quality team to improve our continuous training cycle and services.
Equality & Diversity
Customers have a right to express dissatisfaction with the services they receive from Training Now. Customers using this policy can expect to be treated fairly and without discrimination.
The Company has an Equality & Diversity Policy that covers all aspects of equality.
Compliments and feedback
We will ensure positive feedback is communicated. Compliments received and reported appropriately can provide a valuable means of demonstrating that the service is achieving its aims. We welcome all types of feedback whether verbal or written.
The company reserves the right to use those compliments wholly, or in part, in training or publicity campaigns whilst assuring anonymity of individuals and ensuring that the content is not changed or taken out of context in any form.
You may be invited to attend feedback forums through surveys and other types of media. This enables us to monitor and improve the quality of our provision.
Escalating formal complaints outside Training Now
You have the right to involve our external agencies. However, all complaints must, in the first instance, be directed to Training Now and not to the agencies. The agencies must be confident that all other avenues have been exhausted and this is the final and last resort. If your complaint is not resolved to your satisfaction you can contact the ESFA Apprenticeship Helpline via: firstname.lastname@example.org or alternatively on 0800 015 0400.
Additional information can be found at: