The purpose of this policy is to ensure that complaints are dealt with in an appropriate manner. The complaints policy and procedure are accessible to all.
All complaints are handled in a fair, consistent and timely way. This policy allows for all stakeholders and learners to log a formal or informal complaint should they perceive that they have a grievance.
A complaint can be raised by anyone. For this policy’s purpose, a complaint is defined as a verbal or written declaration of dissatisfaction regarding a service, process, product or indeed an individual, where there is a clear expectation that remedial action is required.
We are committed to delivering a high quality service and take feedback from apprentices and employers very seriously. It is our aim to settle complaints promptly, fairly and courteously in the best interest of all parties, and to address areas where improvement is needed. We are keen to ensure that the interests and well-being of all those associated with a complaint are properly safeguarded.
Provision of apprenticeships is regulated by the ESFA and inspected by Ofsted. Our complaints procedure aligns to the requirements outlined within their applicable funding rules, contract requirements, and inspection frameworks. All apprentices, prospective apprentices, employers, parents (where applicable) and local partners will be made aware of the complaint procedure. The process is embedded into our apprentice induction, within employer contracting and published on our website. All complaints are dealt with appropriate discretion and sensitively.
A complaint is defined as an oral or written expression of dissatisfaction. The person making the complaint may not necessarily refer to it as being a “complaint”, but it will still be treated as such where the above definition applies.
• Complaints concerning assessment practice will be dealt with through our appeals procedure which is aligned to awarding body requirements.
• Complaints from partners will be dealt with along alongside contracting terms.
Through our complaints process we ensure that:
• complaints and appeals are treated fairly, consistently, transparently, and in a timely manner;
• matters of concern can be raised without risk of disadvantage and any matter raised that may be considered in line with the principles of Whistleblowing will receive the same protections available to Whistle Blowers;
• where complaints or appeals reveal any failure on our part, we will take appropriate action to rectify this for the complainant and to identify any others who may have been adversely affected by the same issue;
• we review aspects of our service in the light of any complaints or appeals; and
• We maintain duties of confidentiality to third parties, or other legal duties, in responding to complaints and appeals.
Complaints are logged centrally so that oversight of any emerging trends in complaints or concerns can be assessed by our Senior Leadership and Management teams.
Our Management Team is responsible for this process, ensuring that it complies with ESFA Funding Rules. It is reviewed annually, or as and when Funding Rules or the Education/Common Inspection Framework (EIF) are revised. The Operations Manager oversees the management of the process and stakeholders involved.
An ‘informal complaint’ is defined as an issue which an employer wishes to raise with a member of our staff, without using the formal complaints process. Informal complaints are usually quick to resolve and unlikely to require an in-depth investigation.
A ‘Complaint’ in this policy is defined as ‘The expression of a specific concern about matters that affect the quality of an apprentice’s learning opportunities, our action or lack of action or the standard of service provided by, or on our behalf’.
An ‘Appeal’ is ‘a request for a review of a decision taken by an individual or academic body charged with making decisions about apprentices’ progression, assessment and awards.
Guide to making a complaint
Stage 1 – Informal Complaint
Where possible, complaints should be raised immediately with the relevant department at the source of the complaint, or via the Business Manager, Becky Darlison or, for apprentices, your workplace line manager. The aim is to resolve the problem directly and informally at the earliest opportunity. It is anticipated that the vast majority of complaints will be resolved in this manner.
Complaints should be raised within 20 working days of the event occurring where possible and will only be accepted for investigation outside this timeframe where evidence can be provided of why it was not reasonably possible for the complaint to have been raised earlier.
You should receive an acknowledgement of your complaint within five working days, with a full response given within 4 weeks. If it is not possible to meet these timeframes you will be contacted and told why and what timeframe you will receive your response in.
Although Stage 1 is informal, the member of staff involved should provide a written outcome to you and copy in the Business Manager and firstname.lastname@example.org who will record the details of all informal complaints.
If, as an employer, you remain dissatisfied with the outcome of your informal complaint, Claudius Consulting Ltd will arrange for a representative from your organisation, Claudius Consulting Ltd’s Business Manager and a senior member of staff, who is independent of the original complaint, to review the complaint together.
If, as an apprentice, you remain dissatisfied with the outcome of your informal complaint, you may follow the stages below:
Stage 2 – Formal Complaint
If your complaint has not been resolved satisfactorily through the informal process or within the timescales agreed, or you do not feel that it is appropriate to speak to one of the above members of staff, you may raise a formal complaint with your workplace Programme Manager.
To make a formal complaint you should write to your workplace Programme Manager copying in the Business Manager at Claudius Consulting Ltd, email@example.com
The email should be titled as a complaint and set out the details of the complaint in full, include any evidence you have supporting your concern, what action has been taken to date regarding attempting an informal resolution of your complaint and what would be an appropriate resolution.
The workplace Programme Manager will log the complaint and confirm receipt. The workplace Programme Manager will initiate an investigation of the complaint and provide an outcome in writing, copying in the Business Manager at Claudius Consulting Ltd and firstname.lastname@example.org. If the workplace investigation is unable to find a solution to the complaint within the work environment or in consultation with us, the workplace Programme Manager should detail in their outcome letter that the complaint is being referred to our Learner Complaints and Appeals process via Claudius Consulting Ltd Operations Manager.
All Stage 2 Complaints should be sent to:
The Business Manager: Becky Darlison, email@example.com
Claudius Consulting Ltd, Blake House, 18 Blake Street, York, YO1 8QG
On receipt of the workplace Programme Manager’s outcome letter the Business Manager will log the receipt of a formal complaint and provide a confirmation letter within ten working days and outline the course of action to be taken. The Business Manager will carry out an investigation, which will involve the relevant coordinator (where required) and other members of personnel, and will write to the learner within 20 working days with the findings and a decision as to whether the complaint was justified.
Where learners have followed Stage 1 and/or 2 and 3 of the complaints procedure and are still dissatisfied with the outcome, they have the right to refer their complaint to the Claudius Consulting Ltd, Quality Improvement Group (QIG) within 20 working days of the decision being communicated to them by recognised centre. The QIG which consists of a team of Claudius Consulting senior managers will review the content of a complaint and make a decision as to whether to uphold the complaint or not. The decision reached by the QIG is final and will be communicated to all relevant personnel within five working days of the meeting. If you remain dissatisfied with the outcome of your complaint following our internal Complaints and Appeal process, you may request us to supply you with a Completion of Procedures letter, which you can use to support escalation of your complaint to the ESFA complaints team.