Complaints Policy

This policy will be monitored on a minimum of an annual basis or in the event of significant changes to our organisational approach. Similarly, the policy will be reviewed adapted where there are clear legislative changes.

Version Number Key Changes Author Authoriser Date
1.0 Initial document creation Steven Mitchell

Director of Research Innovation and Development

Steven Mitchell

Director of Research Innovation and Development

06/05/2019
2.0 Initial document creation Steven Mitchell

Director of Research Innovation and Development

Steven Mitchell

Director of Research Innovation and Development

28/05/2021

Skills Training UK is committed to providing a high-quality service, to meet and exceed the needs of Employers and Apprentices, while providing high quality delivery and support. We welcome comments, suggestions and feedback on the service provided to our Employers and Apprentices. This is achieved through various methods, including the use of learner forum’s, online surveys and progress reviews.

Any complaint or expression of dissatisfaction, regarding the provision of service provided by Skills Training UK is taken seriously. We aim to satisfactorily resolve any complaint raised as informally and quickly as possible.

If an Employer or Apprentice feels we have not provided the expected level of service, support or quality of delivery, they should follow the process outlined below:

Stage 1

A formal verbal complaint, giving details of the issue(s), should be raised with the Account Manager or Trainer, as appropriate, within two weeks of the event causing the complaint.

The Account Manager/Trainer will meet with the Employer/Apprentice within 5 working days to try to resolve the issue. Notes will be taken of the discussion, detailing possible solutions and whether or not the complaint was satisfactorily resolved. Both Parties will sign this note and a record will be held on file.

If the complaint is not satisfactorily resolved, it should be escalated to Stage 2:

If the complaint concerns the Account Manager or Trainer the Employer/Apprentice should start the process at Stage 2:

Stage 2

The Employer/Apprentice should put the complaint in writing to the appropriate Operations Manager within 5 days of the Stage 1 meeting being held.

If the complaint is being raised for the first time at this stage it should be raised in writing to the appropriate Operations Manager within two weeks of the event causing the complaint.

Once the Operations Manager receives a written complaint, a written acknowledgement will be sent within 2 working days. The Operations Manager will meet the Employer/Apprentice within 5 working days, if this is not possible a notification of timescale will be communicated within 2 working days.

Every effort will be made to resolve the complaint at this stage. Notes will be taken of the discussion detailing possible solutions and whether or not the complaint was satisfactorily resolved. Both Parties will sign this note and a record will be held on file.

If the complaint is not satisfactorily resolved, it should be escalated to Stage 3:

Stage 3

The Employer/Apprentice should put the complaint in writing to the Head of Apprenticeships within 5 days of the Stage 2 meeting being held.

Once the Head of Apprenticeships receives a written complaint, a written acknowledgement will be sent within 3 working days. The Head of Apprenticeships will either meet the Employer/Apprentice and the Operations Manager, and/or review the information presented by both Parties within 10 working days, if this is not possible a notification of timescale will be communicated within 3 working days.

Every effort will be made to resolve the complaint at this stage. Notes will be taken of the discussion, or the information review, detailing possible solutions and whether or not the complaint was satisfactorily resolved. Both Parties will sign this note and a record will be held on file.

The Head of Apprenticeships will liaise with the Board regarding all Stage 3 complaints and the Chief Operating Officer may choose to attend or expect further independent investigation. Any such investigation will be undertaken by the Quality Team who report to the Head of Quality, who reports into the Board on a monthly basis and will provide an update on all Stage 3 and 4 complaints.

If the complaint is not satisfactorily resolved, it should be escalated to Stage 4:

Stage 4

If the complaint has still not been resolved satisfactorily the Employer or Apprentice should contact the Apprenticeship Helpline on 0800 0150400 or email nationalhelpdesk@apprenticeships.gov.uk

The Head of Apprenticeships will liaise with the Board regarding all Stage 4 complaints. All Stage 4 complaints will be reviewed by the Quality Team who report to the Head of Quality, who reports into the Board on a monthly basis and will provide an update on all Stage 4 complaints; including a written report which will include resolution and areas for improvement.


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