Customer Complaints Policy and Procedures
Training Associates recognises that all learners are of equal value and irrespective of gender/trans gender, age, race/ethnicity, disability/learning difficulty, sexual orientation, religion/belief and any other perceived difference. It is our policy that all learners have the opportunity to make a complaint about any issue which is of concern to them without the risk of disadvantage. It is also our policy that learners should be made aware of our complaints procedures.
All complaints received are carefully considered. This document explains the procedure for making a complaint and the process followed when you do. All complaints will be reviewed monthly by the Head of Quality and Delivery and, should the complaint prove valid, action plans and targets for necessary improvements will be agreed. If appropriate, immediate action will be taken.
How does Training Associates deal with complaints?
By letting us know when things go wrong you help us to put them right. Our complaints policy and procedures are set to help you take up any problems and make sure that:
Stage 1
We recommend that you firstly discuss the problem with your assessor as he/she may be able to resolve the problem or will pass on your complaint to someone who can look in to your concerns. If this does not resolve your issue you can make a formal complaint.
Stage 2
If you wish to make a formal complaint please put this in writing to Training Associates, Head of Quality and Delivery, Claire Bullimore, Training Associates, Audley House, 13 Palace Street, London, SW1E 5HX.
Stage 3
If you do not agree with the outcome of a complaint that we have investigated using our procedures and wish to appeal, you may write to the CEO, Jeremy Gilbert at Training Associates, Audley House, 13 Palace Street, London, SW1E 5HX, within 10 working days of being notified of the outcome of the complaint.
Alternatively:
If you do not wish to complain to Training Associates:
All complaints received are carefully considered. This document explains the procedure for making a complaint and the process followed when you do. All complaints will be reviewed monthly by the Head of Quality and Delivery and, should the complaint prove valid, action plans and targets for necessary improvements will be agreed. If appropriate, immediate action will be taken.
How does Training Associates deal with complaints?
By letting us know when things go wrong you help us to put them right. Our complaints policy and procedures are set to help you take up any problems and make sure that:
- All complaints received are recorded and investigated
- Every effort is made to resolve your complaint at an early stage
- You are kept informed at every stage
Stage 1
We recommend that you firstly discuss the problem with your assessor as he/she may be able to resolve the problem or will pass on your complaint to someone who can look in to your concerns. If this does not resolve your issue you can make a formal complaint.
Stage 2
If you wish to make a formal complaint please put this in writing to Training Associates, Head of Quality and Delivery, Claire Bullimore, Training Associates, Audley House, 13 Palace Street, London, SW1E 5HX.
- We will acknowledge receipt of your complaint in writing within 5 working days from the receipt of your complaint
- We will investigate the matter you have raised
- We will provide you with an initial response within 10 working days
Stage 3
If you do not agree with the outcome of a complaint that we have investigated using our procedures and wish to appeal, you may write to the CEO, Jeremy Gilbert at Training Associates, Audley House, 13 Palace Street, London, SW1E 5HX, within 10 working days of being notified of the outcome of the complaint.
Alternatively:
If you do not wish to complain to Training Associates:
- You can also complain to the Skills Funding Agency if you are participating in a government-funded programme. Complaints about providers should be addressed to the Complaints Team, Cheylesmore House, Quinton Road, Coventry, CV1 2WT or by email to complaintsteam@sfa.bis.gov.uk.
