Complaints Procedure

Complaints Procedure for Educate & Save Training

Policy Statement

EDUCATE & SAVE TRAINING is committed to providing an efficient and high standard of service to all those involved within the centre whether learners or employees. We take every care to ensure that all aspects of our service meet user expectations, however we are aware that there may be occasions when we do not meet expectations and action may be required to address any issues, which is why we have written a comprehensive complaints procedure.

Purpose

  • To ensure everyone has the right to raise a complaint if they are unhappy with any element of the service they have received and how to do so.
  • Implement a clear and precise complaints procedure.
  • Ensure complaints are dealt with promptly and efficiently.
  • Ensure the complainant receives a clear explanation of the outcome and any action taken.
  • Review any complaints and feedback received to help improve our products and service.
  • Review complaints to improve our quality assurance standards.
  • Define the timescales the complainant can expect to wait for an outcome.

This policy should not be used for any dissatisfaction relating to assessment decisions; such queries should be referred to the appeals policy.

Responsibilities

Centre Manager

The centre manager has the following responsibilities within the complaints policy:

  • Ensure tutors and assessors are aware of how to raise a complaint.
  • Ensure learners are aware of how to raise a complaint.
  • Take reasonable actions to prevent complaints.
  • Ensure the procedures for a complaint are followed correctly within the specified timescale.
  • Investigate the relevant individuals and/or evidence impartially.
  • Inform the relevant parties of any complaint outcome.
  • Monitor feedback and/or complaints including the reasons and outcomes.

Tutor

Our tutors have the following responsibilities within the complaints policy:

  • Remain up-to-date with relevant awarding organisation policies and EDUCATE & SAVE TRAINING policies.
  • Refer to the complaints policy when required.
  • Try and resolve any dissatisfaction or concerns via the informal complaints process where possible.
  • Support centre personnel by providing any required statements, feedback, paperwork etc for complaints investigations.
  • Feedback any concerns or issues to the centre manager.

Assessor

Our Assessors have the following responsibilities within the complaints policy:

  • Remain up-to-date with relevant awarding organisation policies and EDUCATE & SAVE TRAINING policies.
  • Refer to the complaints policy when required.
  • Try and resolve any dissatisfaction or concerns via the informal complaints process where possible.
  • Support centre personnel by providing any required statements, feedback, paperwork etc for complaints investigations
  • Feedback any concerns or issues to the centre manager.

Internal Quality Assurer

Our IQA’s have the following responsibilities within the complaints policy:

  • Remain up-to-date with relevant awarding organisation policies and EDUCATE & SAVE TRAINING policies.
  • Refer to the complaints policy when required.
  • Try and resolve any dissatisfaction or concerns via the informal complaints process where possible.
  • Support centre personnel by providing any required statements, feedback, paperwork etc for complaints investigations.
  • Feedback any concerns or issues to the centre manager.

Procedure

Informal Complaint

A complaint is an expression of dissatisfaction concerning Educate & Save Training product or service.  Educate & Save Training take all complaints extremely seriously and all staff are trained and committed to rectify any problem as soon as it is brought to their attention. It is recognised that a customer who has a complaint dealt with to their complete satisfaction is likely to become a repeat customer.  Therefore, Individuals are encouraged to discuss any dissatisfaction with their tutor/assessor in the first instance, who, where possible will look to resolve the issue.

Alternatively, the learner or centre personnel may wish to discuss any problems with the centre manager, this may be via face-to-face discussions, email, letter or phone call. The centre manager will offer help and guidance on how to overcome the problem, however if centre personnel are unable to come to an agreed solution with the complainant a more formal approach may be required.

Formal Complaint

If the complainant is unable to resolve the issue via the informal process they will need to submit the information to the centre in writing, including any supporting evidence to:

Educate & Save Training
Madison Offices

Radley House

Richardshaw Road

Pudsey

LS28 6LE

Or via email to info@educateandsavetraining.com.

The complainant will receive an acknowledgement of receipt within 7 days of submission of the complaint.

The centre manager will review the complaint and if further investigation is required, may request the assistance of an impartial internal quality assurer (IQA) acting as an adjudicator. EDUCATE & SAVE TRAINING aims to notify the complainant and any relevant parties of the outcome within 28 days from the submission of the written complaint. In the event that the investigation is more complex and takes longer than 28 days, the relevant parties will be informed of the extension period before the 28-day period is reached.

Referral

If the complainant is not satisfied with the outcome from EDUCATE & SAVE TRAINING they may refer their complaint to the appropriate awarding organisation. The Awarding Organisation is Highfield Qualifications and their complaint policy can be located on their website: www.highfieldabc.com  Alternatively, please speak to the Highfield team on 01302 363277.

Should you address your appeal to Highfield Qualifications and remain unhappy with the outcome you may then raise your appeal to the relevant qualification regulator.  Either a representative of Educate & Save Training or Highfield Qualifications will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details.

*The following list of Qualification Regulators are provided as additional guidance:

  • SCQF qualifications – SQA Accreditation
  • RQF qualifications:
    • Delivered in Wales – Qualifications Wales
    • Delivered in Northern Ireland – CCEA Regulation
    • Delivered anywhere else – OFQUAL

Please note: SQA Accreditation cannot overturn academic judgements or assessment decisions.

Monitoring and Review

This policy and its implementation will be reviewed annually. EDUCATE & SAVE TRAINING are committed to making continual improvements to ensure that the procedures are fit for purpose and that we are meeting and surpassing the expectations of our learners and centre personnel.

You can find out more about us by visiting our about us page.