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.
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.
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.
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:
Hampshire RG27 8NY
Email: [email protected]
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.
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/
Next review date: 24/08/2022