Complaints, Feedback and Appeals: How to Raise a Concern

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Complaints, Feedback and Appeals

We want your apprenticeship to be a positive experience, but we understand that sometimes things don’t go as planned.

If you’re unhappy with any part of your learning experience, we want to know. Raising a concern gives us the opportunity to understand what has happened, work towards a resolution and improve our service.

Can I raise a complaint?

Yes. A complaint could be about something such as:

• A service not being delivered as expected
• Receiving incorrect information
• The quality of the service you’ve received
• An issue with a member of staff
• Another aspect of your learning experience

If you’re unhappy, please don’t feel that you have to keep it to yourself.

Step one: speak to someone

Where possible, start by speaking to your usual point of contact, such as your Development Coach.

Sometimes a concern can be resolved quickly without needing to use the formal complaints process.

If you’re not comfortable raising the issue with your usual contact, or the issue hasn’t been resolved, you can raise it through the formal complaints process.

Formal complaints

You can raise a formal complaint with the Customer Experience team.

Your complaint should explain:

• What has happened
• When it happened
• Who was involved, where relevant
• What impact it has had
• Any supporting information or evidence

The current complaints policy explains the formal process, timescales and escalation routes in full.

What happens after I make a complaint?

Your complaint will be recorded and reviewed.

It will be passed to the appropriate person to investigate, and you’ll be kept informed of the outcome.

Complaints are handled seriously and sensitively, and we’ll aim to resolve concerns as promptly as possible.

What about confidentiality?

We will handle your complaint sensitively and aim to maintain confidentiality.

However, there may be circumstances where information needs to be shared, for example where there is a safeguarding concern or where it is necessary to investigate the complaint properly.

If this happens, we’ll explain this to you where appropriate.

What if my complaint is about an assessment decision?

A complaint isn’t always the correct route.

If your concern relates specifically to an assessment, quality assurance decision or assessment outcome, you should follow the Learner Appeals Policy and Procedure instead.

Your Development Coach can explain which process is appropriate and help you find the relevant policy.

Your feedback matters too

You don’t have to wait until something goes wrong to give us feedback.

Tell us what’s working well, what you’ve enjoyed and where you think we could improve.

Your feedback helps us improve the learning experience for you and future learners.

If you have a concern, speak up. We’re here to listen.