Complaints Policy and Procedure

Straight A Training Complaints Policy and Procedure

Straight A Training is committed to providing a quality service provision for its learners, staff, partners and employers, and working in an open and accountable way that builds the trust and respect of all our stakeholders.

Straight A Training places a significant emphasis on customer feedback and views the complaints process as a valuable tool to drive improvements in the quality of its services. The policy of Straight A Training is to respond to all suggestions, whether positive or negative, in a prompt and courteous manner. All complaints will be treated seriously.

Within this policy the following definitions have been identified:

A concern is defined as an “expression of worry or doubt over an issue considered to be important for which reassurances are sought”.

A complaint is defined as “an expression of dissatisfaction however made, about actions taken or a lack of action”.

Straight A Training recognise that it is within all stakeholder’s (primarily apprentices and employers) interests to ensure that both concerns and complaints are resolved at the earliest possible stage.

Complaints Procedure Overview:

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

Straight A Training’s responsibility will be to:

Ensure that complaints are taken seriously and dealt with
Ensure complaints are acknowledged within 48 hours (working days) from when the complaint is received. Straight A Training aim to facilitate a resolution for the complaint within two weeks. If it is not possible to provide a full reply within this time (for instance, because a detailed investigation is required), an interim response, explaining actions being taken to deal with the complaint, key staff involved, timescales for next steps and resolution will be provided.
Provide a full reply regarding the outcome and decision of the complaint, what action will be taken if necessary, and will include details of who to contact next if the complainant believes the complaint has not been dealt with properly and wishes to raise an appeal.
Where an appeal is submitted by the complaint this will be put forward to an Appeals Panel headed up by the Operations Director who will be responsible for making the final decision in responding to the complaint. This panel and the final decision will be facilitated within two weeks of the appeal being submitted.
Deal reasonably and sensitively with the complaint.
Take action/act where appropriate.

A complainant’s responsibility is to:

Bring their complaint, where possible in writing to Straight A Training’s attention, normally within six weeks of the issue arising. Straight A Training ensures to comply with obligations under both the Equality Act 2010 and Data Protection Act 2018. Where a complaint cannot be submitted in writing due to disability or learning difficulties, Straight A Training will allow alternative methods of contact.

Initial complaints are required to be submitted to:

Operations Manager,
Suite 8
Kenward House
High Street
Hartley Wintney
Hampshire RG27 8NY

Email: info@straighta.co.uk

Raise concerns promptly and directly with a member of staff in Straight A Training’s management team (Operations Manager)
Explain the problem as clearly and as fully as possible, including any action taken to date.
Allow Straight A Training a reasonable time to deal with the matter. Straight A Training will respond to the complaint within 2 weeks of receipt, but the resolution may take.
If the complaint is not resolved within the identified time frame, then the complaint will be escalated to the Operations Director.
If the complaint is not satisfied with the outcome of the complaint resolution then the complaint can appeal the decision via email or letter within 2 weeks of the outcome decision.
Recognise that some circumstances may be beyond Straight A Training’s control. If this is the case; Straight A Training will escalate the complaint to the ESFA through contacting the apprenticeship helpline on 0800 015 0400 or by emailing nationalhelpdesk@apprenticeships.gov.uk or complaints.ESFA@education.gov.uk
If the complainant is not satisfied with the outcome of the resolution/appeal decision or the process facilitation then the complainant can escalate the process by contacting the apprenticeship helpline on 0800 015 0400, or by emailing: nationalhelpdesk@apprenticeships.gov.uk or complaints.ESFA@education.gov.uk

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Straight A Training maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.

Complaints Procedure Overview

Directors of Straight A Training and external stakeholders will receive annually an anonymised report of complaints made and their resolution for accountability and governance purposes.

The Complaints Policy is published on the Straight A website: https://straighta.co.uk/complaints-policy-and-procedure/

Endorsement Signature:

Jayne Raftery

Operations Director

Date: 25/08/2021

Next review date: 24/08/2022