Complaints Policy Overview and Scope
All members of the PLT Training team are committed to providing a high quality experience for all our stakeholders and learners. This complaints policy covers complaints about the services provided and all interactions with PLT Training. The policy does not cover complaints about apprentice / learner assessments. Complaints of this nature will utilise the Assessment Appeals Procedure.
For the purposes of this policy a complaint is a statement that something is wrong or not satisfactory with the service provided.
The Chief Executive has overall responsibility for complaints. The PLT Training Management and Quality Teams will manage investigation and communication with complainants, monitoring and tracking outcomes, and maintaining accurate records.
Raising a complaint
All complaints should be initially raised with a member of staff. The staff member must take every opportunity to resolve the concern/complaint informally. Records of conversation and actions must be saved in the event that the concern/complaint escalates to a formal stage.
If an informal resolution is not possible, the staff member should ask the complainant for as much detail as possible about the complaint, together with their contact details. This should then be forwarded to the Quality Team. All formal complaints and appeals will be recorded centrally.
Investigating a Complaint
All formal complaints will be acknowledged within five working days of receipt and a suitable Investigator allocated. The complainant may be contacted for further information or clarification.
The Investigator will complete an investigation within ten working days. If more time is required due to complexity of the complaint, the complainant will be advised.
Following the investigation outcome, a response will be communicated to the complainant in writing.
Complainants will not be treated less favourably following a complaint.
In the event that the complainant is dissatisfied with the outcome of their complaint, they have the right to appeal against the decision within five working days of the response. This must be in writing addressed to the Chief Executive.
The appeal will be investigated by the Chief Executive or appointed deputy, and a response provided within ten working days from the date of the appeal. The outcome of this appeal concludes the internal complaints process.
If the complaint is not satisfied with the outcome of the investigation and subsequent appeal, they can escalate their complaint to the ESFA Apprenticeship Service Support on 08000 150 600 or firstname.lastname@example.org
Monitoring & Evaluation
Complaints analysis will be produced and reports will be compiled on a regular basis concerning the nature of the complaints received and actions emerging for improvement purposes.